Make a complaint. In such cases, the usual complaints procedure will be followed, but there are also separate processes governing these issues which may include the involvement of human resources and a review by our code of conduct officers. Please refer to their Website. Adult social care . Watch Council meetings . Telling us about your issue will not have a negative effect on the service you receive. Landing page to direct residents with complaints, comments and questions. The Council has also adopted a Local Resolution Protocol, in line with the recommendations of the Ombudsman, to deal with relatively ‘low level’ complaints made by another Member or Officer of Cardiff Council. Adult social care complaints procedure [132KB] Corporate complaints procedure [162KB] Note: If you have a complaint about a care home, nursing home or any other adult social care service the first thing you should do is tell the home or service. Challenge a decision or raise a concern about fraud. However, the LGSCO will usually recommend that the complaint is initially pursued via our Complaints Procedure. If you wish to make a complaint, you can do so by email, letter or telephone, however we encourage you to make your complaint in writing wherever possible. Requests for complaints to be reviewed at Stage 2 must include the reasons for your request to progress to the next stage and also your desired outcome. Complaints performance. A compliment can let staff know that their efforts are appreciated. We work hard to deliver high … East Lothian Council Complaints Handling Procedure; If you are still not satisfied. By letter . Please provide your complete full name and not just your initials. If you have tried reporting the problem and it has not been resolved, you can complete our online form to make a complaint. We reserve the right to refuse a complaint at either stage 1 or stage 2 of the complaints procedure for example if there is any other process available to deal with the issue. Bins and recycling. The Council delivers a wide range of services and whilst we endeavour to provide a consistent, high quality service, we also recognise that occasionally issues … It does not cover complaints that are covered by other rules, such as: Planning appeals. They help us to understand what we do well and where we need to improve. Tell us, we are listening. Making a complaint. If we are unable to investigate your complaint for this reason, we will let you know and advise you what the correct process is. Complaints handling procedure [751Kb] Making a complaint leaflet [772Kb] 2020-21 Quarter 1 Complaints Report (April-June) [134Kb] 2019-20 Quarter 1 Complaints Report (April-June) [96Kb] 2018-19 Quarter 4 Complaints Report [95Kb] 2018-19 Quarter 3 Complaints Report [94Kb] 2018-19 Quarter 2 Complaints Report (July- September) [93Kb] ... You can find out more about their complaints procedure, or make a complaint, by contacting them. Complaints policy and procedure . Your complaint will be treated seriously and in confidence. A complaint is an expression of dissatisfaction about a council service that requires a response. A link to the Woking Borough Council Complaints Procedure (revised August 2018) can be found here. Complaints about Children's & Young People's Services . Social care complaints. For example: You are not happy with how you have been treated; You feel we have repeatedly delivered a sub-standard service; Make a report. This applies whether you pay for your care or if the local council funds it. The Care Inspectorate has several offices around Scotland. We make no distinction between a ‘formal’ and an ‘informal’ complaint. This means that problems can be resolved quickly. Complaints procedure. How to complain, comment or compliment In person . We define a complaint as any expression of dissatisfaction about our provision of, or failure to provide, a service we have responsibility for and when we have not put right any service failure in a reasonable timescale. If you want to make a complaint about the service you've received from the council, you’ll need to tell us what your complaint is about so that we can direct you to the right team. To make a complaint about other services, please use the specific information below: adult social care. The stages in making a complaint are: The Council recommends that complainants submit their requests for consideration of their complaint at Stage 2 within 20 working days of receiving the complaint response. Make a complaint about registrar services or raise a concern. Getting help to make your complaint . If you are unhappy with the way we dealt with your complaint, contact the Scottish Public Services Ombudsman. The Council and democracy Complaints Make a complaint; Services that don’t use the standard complaints form; How we deal with complaints; Taking a complaint further and appeals; Ways we might handle a complaint; Make a complaint. If we do refuse a complaint, we will explain why and tell the person making the complaint where else they can take their complaint (e.g. Complaints procedure - general council services If you're not happy with something we have or haven't done, we want to hear from you. Any complaint relating to the misconduct of staff may be investigated using the Council's Staff Disciplinary Procedure. This policy covers general complaints to the council about its own services. For statutory complaints, this is extended to 12 months. Your views and experiences are important to us. Our corporate complaints procedure has three stages: Stage One. In the UK Contact British Council Customer Service UK: Your complaints help us know where we need to improve. Coronavirus (COVID-19) | National lockdown: stay at home Council Tax portal Service Status | The Council Tax portal will be unavailable from 5pm on Friday 5 March until 8am on Monday 8 March 2021 for system maintenance. Some complaints include issues about the conduct of council staff or staff working on behalf of the Council. where a service has a right of appeal - please use the relevant appeals procedure eg planning appeals; a complaint that has been heard by a court or tribunal; Services with a different complaint process.