Comment or Complain about Social Work Services - Aberdeenshire Council
Record Number: 2662Website: http://www.aberdeenshire.gov.uk
Aberdeenshire Council has six administration Areas - Banff & Buchan, Buchan, Formartine, Garioch, Kincardine & Mearns and Marr. Comments on methods of improving service delivery or compliments regarding the quality of service provided are always welcome. The Council has a Comment, Compliment and Complaint form which is available at all council offices, in all public libraries and on the council web site here: www.aberdeenshire.gov.uk/haveyoursay/3c_form.aspx
No matter which way you choose to make a complaint, the more information you can give the easier it will be to decide the most appropriate action to correct matters.
You may be contacted for further information at any stage of an investigation.
If you have a complaint:
Making an informal complaint
The quickest way to complain is to contact (in person or by telephone) the person you have been dealing with and tell them what is troubling you.
If you dont want to speak to that person directly, ask to speak to their boss who will try and solve the problem on your behalf.
If the matter needs further investigation, your name, address and contact telephone number will be asked for and contact will be made within 28 working days to inform you of the outcome of the investigation or to advise on progress.
Making a formal complaint
A formal complaint should be made if:
If the formal complaint is about something that has already been raised it is helpful if the names of the staff and location of the office which dealt with it can be supplied.
A complaint can be investigated anonymously but it may limit the scope of the investigation.
Four simple ways to make a formal complaint
Return the form
Obtain a copy of the Comment, Compliment and Complaints form and complete the tear-off slip and post it free of charge to your local Area Manager (addresses listed below).
Write a letter or send an e-mail
Write a letter or e-mail of complaint saying why you are dissatisfied, and send it to your local Area Manager (addresses listed below).
Ask a member of staff to write for you
Ask the member of staff with whom you have dealt - or their manager - to write down your complaint for you.
They will show you what they have written and if you are satisfied that your complaint has been accurately explained you will be asked to sign it. You will be given a copy and the original will be sent to the local Area Manager.
Telephone your local Area Managers office (telephone numbers listed below), or the office concerned, and say that you wish to speak to someone to make a formal complaint.
They will note down the details and send you a written copy of your complaint as part of their acknowledgement.
How the Council will respond to a complaint
The staff member concerned, or their manager, will discuss the background leading to the complaint and will try to resolve the problem with you.
If the complaint is not resolved straight away you will receive a letter within 28 working days explaining the outcome of the investigation and what the Council intends to do about it.
Acknowledgement of the receipt of your complaint will be sent to you within five working days.
As soon as a complaint is received, the Area manager will contact the service concerned and will begin an investigation. You will be contacted within 28 working days and if the investigation has been completed will be told the outcome and what it is intended to do to answer your complaint.
If the investigation has not been completed within 28 working days you will be informed of progress and given a revised timescale for completion, when you will then be informed of the outcome and what the Council intend to do to answer your complaint.
A complaint not fully answered
If you think that the Councils response does not fully answer your complaint, you should write to Aberdeenshire Councils Chief Executive (address below). He will consider the matter, and then write to you.
In the case of a complaint in connection with the Social Work service you may wish to have your complaint considered by a Complaints Review Committee. This committee is made up of councillors and people who are not part of Aberdeenshire Council.
You can ask a relative, friend or professional adviser to represent you at the review committee.
Scottish Public Services Ombudsman
If you are still dissatisfied with the outcome of your complaint you have the right to contact the Scottish Public Services Ombudsman (address below) who may decide to undertake an independent investigation on your behalf.
Some other people who can help and advise you at any stage
You may feel that you would like to talk to someone else to help you with your complaint.
People who can advise you include:
Your Aberdeenshire Councillor
Many councillors hold surgeries where members of the public can discuss matters with them - surgeries are usually advertised in local newspapers, libraries and community centres.
Local Advice Centres
Local Advice Centres offer free and unbiased advice on a wide range of subjects and they should also have copies of the leaflet, Having an Argument with your Council, Scottish Homes, New Town?
Other Sources of Advice
You may wish to consult a professional adviser such as a solicitor or accountant, particularly if your complaint arises from legal or financial matters.
Please note that anyone not happy with the results of a planning application, benefits determination, housing application, homeless application, or other statutory procedure has a legal right of appeal and can obtain further details from their local council office.
Director of Housing and Social Work
Scottish Public Services Ombudsman
Aberdeenshire Council Local Area Managers:
Banff and Buchan
Kincardine and Mearns
Area Covered: Aberdeenshire
Aberdeenshire Coverage: Banff & Buchan / Buchan / Formartine / Garioch / Kincardine & Mearns / Marr
Referral: Members of the public can make contact direct
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|Last Updated: 2013-01-19 18:32:13|