We want to know your views on our service
Why a complaints procedure?
The Social Services Department aims to provide a quality service to the public of the City and County of Swansea. There may be, however, occasions when things do go wrong and you may wish to complain. The department believes strongly that people using or wishing to use the services should have the right to say what they feel about them.
However, in exceptional circumstances regarding children the law does not allow complaints to be investigated immediately.
What to do if you have a complaint?
You can make a complaint by calling in to your local office, telephoning or writing to the Designated Complaints Officer.
Do not be afraid to say what you feel and, if you wish, get a friend or someone else to help you.
What happens next?
Most complaints are dealt with locally by a manager who has responsibility for the service. This is informal and quick and most complaints are dealt with in this way. The manager will either respond to you directly at the time, call you back on the telephone or maybe by writing to you.
If you are not happy with the response you get you can ask for the complaint to be formally investigated. This has to be stated in writing and the Complaints Officer together with the Senior Manager will arrange for a Senior Officer, who has not had any line management responsibility, to investigate fully. In some circumstances the Investigating Officer will be helped by an Independent Person. They will interview everyone concerned and keep you up to date with progress.
You will receive a written report of this investigation.
If you wish you can request from the outset that your complaint goes immediately to the formal stage.
Again, if you are not happy with this investigation you can then ask for a review panel which will meet within 28 days of your request for this panel meeting. The panel consists of a Local Councillor, a senior Manager from a different service area and must be chaired by an Independent Person. You will be invited to attend and you can be accompanied by a friend or representative. The review panel will report its decision within 5 days and the department must then let you know, within 28 days what action it intends to take as a result of the Panel's decision.
If you remain unhappy, you would still have the right to take the matter to the Ombudsman (the Commissioner for Local Administration) and the Complaints Officer would give you all reasonable assistance to do so.
Other courses of action for you to consider:-
- Contact you local councillor
- Contact your MP
- Contact the Chair of the Social Services Committee
- Don't forget that staff at any office should be able to answer any questions but you can also contact the Complaints Officer directly at the:-