Making a Comment, Complaint or
Compliment about Social Services
01792 637345
We want to know what you think…
Social Services aims to provide quality services to the public of the City and County of Swansea. There may be, however, times when things go wrong and a service user or someone sufficiently concerned with their welfare, may wish to complain.
The Law says that you have a right to get your views heard about Social Services.
By telling us what you are unhappy about or what went well, you help us to improve the way we provide our services.
How do I complain or compliment Social Services?
In the first instance you should tell the staff member who provides support about what you feel is wrong and let them have the opportunity to put things right for you.
If you prefer you can contact the Council Complaints Team whose officers can deal with complaints against Social Services. Their contact details are at the end of this fact sheet.
How does the complaints procedure work?
Stage 1 – Local Resolution
Your complaint will be reviewed by the Manager of the service concerned who will provide you with their response.
Most complaints can be resolved at this stage, and it can be the quickest and most straightforward way.
This should take no longer than 10 working days from when we receive your complaint or 20 days with your agreement.
Stage 2 – Formal Consideration
If the complaint has not been resolved to your satisfaction you can ask in writing for a formal investigation of your complaint and you can contact the Complaints Officer to discuss the options available to you.
This stage will be carried out by someone not directly involved with the service you are complaining about. During the investigation the Complaints Officer will keep you advised and informed of developments.
If you prefer you have the right to request a formal investigation from the very beginning.
Social Services should send you a written response within 25 working days of the start of the formal investigation.
Stage 3 – Panel Hearing
Should you still be dissatisfied with the outcome of your complaint, you can ask to move onto the third stage of the complaints procedure.
The panel membership and administration are totally independent of the authority.
Normally you should ask to progress to Stage 3 within 20 days after you have received the Authority’s response to Stage 2.
If the Authority failed to respond to your complaint within 3 months, you also have the right to refer your complaint straight to the panel. Their contact details are available from the Complaints Officer.
The panel should meet within 20 working days of your request. Their report should be available in 5 working days and the Authority shoud respond to you within 15 working days of being notified of the Panel’s findings.
Who else can help?
If you are still unhappy after the conclusion of the internal process you can contact
The Public Services Ombudsman
1 Ffordd yr Hen Gae,
Pencoed,
CF35 5LJ
( 01656 641150
Fax: 01656 641 199
E-mail: ask@ombudsman-wales.org.uk
Website: www.ombudsman-wales.org
Other sources of assistance
You can also contact the following people for help and support in making a complaint.
Advocacy Services
Children’s Advocacy & Representation NSPCC
Ty Findlay
Prince of Wales Road
SWANSEA SA1 2EX
01792 456545
South Wales Mental Health Advocacy
Cefn Coed Hospital
Cockett
SWANSEA SA2 0GH
01792 516665
Health and Social Care Regulators
Care Standards Inspectorate for Wales South West Wales Regional Office
Unit C, Phase 3
Tawe Business Village,
Phoenix Way
Swansea Enterprise Park
SWANSEA SA7 9LA
01792 310420 Fax: 01792 313038
E-mail csiw.sw@wales.gsi.gov.uk
Care Council for Wales
South Gate House
Wood Street
CARDIFF CF10 1EW
029 2022 6257
Web site www.ccwales.org.uk
E-mail info@ccwales.org.uk
Your Local Councillor or Assembly Member
If you do not know who this is, contact:
Members Support Services
County Hall
Swansea SA1 3SY
01792 636922/23/24
E-mail: members.support@swansea.gov.uk
Contacting the Complaints Officers
You can phone, E-mail or write to them at:
Complaints Officer (Social Services)
Council Complaints Team
Freepost NAT 3982
Legal Services
City and County of Swansea
County Hall
SWANSEA SA1 3SN
01792 637345
E-mail: corpcomp@swansea.gov.uk
Swansea Social Services and personal information
When you are in touch with Social Services, we will keep information about you in written records and computer files. We will keep this information confidential, except where we need to share it with people providing you with care, or to protect other people. You have a right to ask to see records we keep about you.
We can give you more information about how we handle personal information. Phone 01792 636693 for the factsheet Your Personal Information.
This information is also available in Welsh and alternative formats, such as large print, on audiotape, in Braille, or electronically. Please phone 01792 636693 for copies.
This factsheet contains the same information as the leaflet with the same title.
Factsheet: 016/ June 2006