If you are worried or unhappy we want to know.
If you have a problem or a complaint this page will tell you what to do.
What can you do if you have a complaint?
What can you do if you know someone is unhappy?
You must tell someone.
If you think it would be a good idea to have an Independent Person to help look into your complaint, you can ask for this.
These people will find out as much as they can about your complaint, and will let you know what they think. They will try and find a way to deal with things that you are happy with.
If you are not happy with what they suggest, or don't think that they did look into your complaint properly, you can ask for your complaint to be taken further.
Stage 1
You can complain by:
Letter
someone will help you if needed)
Write to :-
Longfields Association, 6 Bethany Lane, West Cross, Swansea, SA3 5TLTelephone
Ring 01792 405398
Speak to:
Denise Lucas - Director
Jen Waters - Day Centre Manager who will conduct the investigation
Talking to your key-worker or staff or your care manager or advocate who is independent of Longfields.
Friends or family may be able to act on your behalf.
An investigation into your complaint will be made. This will take between 5 and 14 days, (if there is a delay you will be told the reasons why), and you will be informed in writing of the results, and the best possible way to resolve your complaint.
If you are not satisfied with the outcome, or the way the investigation took place you can choose to move on to the next stage.
Stage 2
Someone else will look into your complaint.
This will usually be Denise Lucas, the Administrator, or it might be the Chairperson of Longfields Executive Committee.
Sometimes another person who does not work for Longfields will help to look into your complaint. This person is called the 'Independent Person'.
You can tell:
- PARENT/CARER
- YOUR LOCAL COUNTY COUNCILLOR
- DAY SERVICE OFFICER
- DAY SERVICE MANAGER
- FRIENDS
- KEYWORKER
- ADVOCATE
- CARE Co-ORDINATOR
Longfields will always respond to your complaint by listening to the problem, and agreeing ways to sort it out. If however you are not happy with the result, you can choose to take your complaint further.
Stage 3
Your complaint can go to a review panel. This will be set up within 28 days.
The panel will look again at your complaint, the issues involved and the way it was investigated. The panel will come to a decision about the best way of solving the problem and report back to you in writing.
If you are unhappy at any time you can go through the Social Services Complaints Procedure.
For advice ring Complaints Officer on 01792 636285.