Make a complaint or appeal

How your comments help us review and improve our services.

1 Overview

The Council is absolutely committed to responding to customers in a timely manner and recognises the importance of prompt resolution of complaints for our customers.

As the Council continues to adapt to presenting Covid-19 pressures, there may be times when complaints are not responded to within the published timescales.

Complaints are dealt with under one of three Council procedures:

  1. Corporate
  2. Adults' social care
  3. Children’s social care.

When we receive your complaint we will advise you which procedure we will follow.

2 Complaints procedures

Corporate complaints procedures

The best way to get something sorted out is to talk or write to the person you dealt with, or their line manager.

If you don't know how to contact them, or you don't need to speak to anybody, you can register your complaint with us.

Whichever way we are going to deal with the problem, we will give you a full explanation of what we are doing and why.

If you are challenging a decision rather than complaining about a service or a member of staff, we may use one of our appeals processes.

Adults' and children's social care complaints

Whenever you have a problem with our social care services we want to hear about it.

Sometimes we will treat the problem as a complaint and use the procedures in the supporting documents section below; at other times we may use a different way to resolve things:

Supporting documents

3 What you can expect

The three complaints procedures vary slightly, but each one means that you will receive a response from the manager responsible for the service, hopefully within ten working days but certainly within 20 working days.

It is possible that they will contact you to discuss your complaint before they send the response. The response will tell you what the next steps are if you are still unhappy.

4 If you need help to make your complaint

If you would like someone else to deal with the complaint on your behalf, or to support you when you make your complaint, this is fine. We will check with you that you are aware of the complaint and that you agree with it before proceeding.

If you are an adult, you can find details about advocacy and organisations who might help on our Connect to Support site.

If you are a child or a care leaver you can find details about advocacy on our Your Space site.

5 Appealing against decisions

Highways decisions

If you have applied to WSCC for permission for something to do with a highway and permission was not given, you have the right to appeal.

Adults' decisions

If you are challenging an adults' social care decision, we may use our appeals process.

School admissions

There is a separate statutory process for making an admissions appeal.

6 Submit your complaint/appeal

Last updated:
7 October 2021
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