From 1 April 2017 the process for handling Social Work complaints has been brought into line with the process for complaints about the rest of the Council.
Social Work complaints will now be handled through a two stage process as outlined in the Council's Complaints Handling Procedure (PDF) [637KB] :
- Stage 1 (Frontline Resolution) aims to quickly resolve customer complaints at first point of contact within 5 working days.
- Stage 2 (Investigation) is for complaints which have not been resolved at Stage 1 or that are complex, serious or high risk with a response provided within 20 working days.
For further information on how you can make a complaint and what you can do if you are dissatisfied with our response please refer to the Council's complaints page.
Last modified on 14 October 2021
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