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Social Services

Introduction

We hope that the services we provide are of a quality and type you expect. If this is not so, let us know so that we can improve our service to you. If you want to make a complaint, this information will help you.

If you feel we have done well, you can write to Health and Social Care to tell us that too. Compliments provide us with valuable information about our level of service delivery and we regard them as an important developmental tool.

Talk it over first

The first thing we suggest you do is to discuss the complaint with a member of staff you usually work with. They may be able to resolve the complaint quickly and easily. If you have tried this and are unhappy with the outcome, please read on.

You can make a complaint

• If you feel the quality of service you receive is poor
• If you do not agree with a decision that affects you or someone you care for
• If you have not received a service that you feel you should have.

How to make your complaint

You will need to contact the Complaints and Compliments Unit. You can do this in a number of ways:

• Fill in the complaints form and post it to the freepost address

  Complaints and compliments [PDF file 21KB]|

  Or alternatively, send us your feedback online: Complaints and compliments form .
• Phone, fax or e-mail your complaint to us
• Call into the office in person - the Complaints Unit is based at 1 Park Road, Halifax, HX1 2TU. 
  Telephone:  01422 393882/3
• Write a letter to us.

The process

Stage 1 – Local Resolution

Within two days of receiving your complaint we will write to you and explain how it will be handled. Our target is to resolve complaints within ten working days. Occasionally this will take longer but the Investigating Officer will inform you of any delays.

A manager will be asked to act as the Investigating Officer to look into your complaint. Usually s/he will arrange to talk to you as a first step towards resolving the problem. When your complaint has been fully looked into, the manager will write to you informing you of the outcome.

If you are dissatisfied with the outcome you can ask for a Stage 2 Investigation into your complaint. This should be requested within twenty working days of receiving the above by contacting the Complaints and Compliments Unit.

Stage 2 – Investigation

The timescale for investigations for adult complaints is twenty-five working days. If an investigation is likely to take longer you will be kept informed by the Investigating Officer.

An Independent Investigating Officer will look into your complaint. The Investigating Officer’s report will then go to the Head of Service who will respond to you in writing.

If you are dissatisfied with the outcome you can ask that your complaint be taken forward to Stage 3 Review Panel. This should be requested within twenty working days of receiving the above by contacting the Complaints and Compliments Unit.

Stage 3 – Review Panel

The Review Panel consists of an Independent Chairperson, and two independent panel members. You will be asked to attend the Review Panel along with the Investigating Officer, Head of Service and the Complaints Manager.

The Group Director, Health and Social Care, will write to you within fifteen working days after receiving the Review Panel’s findings.

If you are unhappy with how the Complaints Procedure has responded to your complaint, you can contact:

• The Councillor for your Ward.
  If you're not sure who your Councillor is see the Ward map
• Your Member of Parliament
• The Local Government Ombudsman - LGO Advice Team 0845 602 1983.

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