We want to make sure that you are satisfied with our services. We need to know what we are doing well, what we can do better and what we are doing wrong. This is why we welcome all feedback about our services. We take all comments, complaints and compliments seriously to help us put things right for you.
Our leaflet Compliments Comments & Complaints is also available to download as a PDF
(3.27MB - pdf help) (63KB - pdf help)You can tell us what you think by:
Please send your feedback form either to the Customer Services Team in the enclosed self-addressed, pre-paid envelope, or you can hand it, or post it, to any member of staff.
Compliments
When we receive a compliment, we will write to thank you within two working days, and will pass your thanks to all people concerned. We will ensure that your thanks are recorded on their personal record of employment with us.
Comments
When we receive your comment, we will write to thank you within two working days. A manager will let you know within 20 working days how we will put your suggestion into practice or will explain why we can't.
Complaints
The time limit for making a complaint is 12 months from the date that you became aware of the problem. Please let us know if:
When we receive your complaint, we will write to you within two working days informing you if this will be looked into further.
Stage 1:
How will my complaint be handled?
We hope that most things that you are concerned about can be settled by talking to the person you usually see from Social Services. If you tell them what it is that is worrying you, they will try to find a solution.
You can also ring 0800 212 783, or you can fill in the feedback form (314KB - pdf help) and send it to your local Manager or our Customer Services Manager. Should you need a full listing of addresses and telephone numbers of our local offices, contact Care Direct on 0845 1551 007.
Whichever way you decide to make your complaint, it will be taken seriously and looked into locally by a manager. You will receive a written reply from them as soon as possible. How long this will take will depend on the complaint but it will usually be within 20 working days from us receiving it.
If you are still not satisfied when you receive the resolution letter you have 20 working days from the date of receipt of this letter to request progresion to Stage 2 of the Complaints Procedure.
Stage 2:
What if I am not satisfied with the Manager's reply to my complaint?
The Customer Services Manager (or a member of staff acting on their behalf) will ask you to explain what it is that you are still unhappy about and what you would like to happen to put things right. It is important that this is put in writing and, if you require help to do so, our Customer Services Manager can arrange this for you.
We will confirm within two working days that we have received your complaint and how it will be dealt with.
Usually a trained Investigating Officer, who is independent of your case and complaint, will be appointed to look into your concerns. The Investigating Officer will write a report, with recommendations, to a Senior Manager who will write to you with his/her decisions when the report has been considered.
Depending on the complexity of the complaint, the Investgating Officer has 25 working days to complete the investigation with the possibility of extending this to 65 working days, with the agreement of the complainant.
If you are still not satisfied when you have received the Senior Manager's response to your complaint, you have the right to proceed to Stage 3.
Stage 3:
What if I am still not satisfied?
You must make a request, in writing, for a Review Panel Hearing. Your letter should be sent to the Customer Services Manager within 20 working days of the date on the Senior Manager's letter to you and you should say what you are still unhappy about and what you expect from the Review.
What is a Review Panel Hearing?
It is a meeting, with an independent chairperson, to consider whether we have adequately dealt with complaint in the Stage 2 investigation.
The Review Panel consists of three people:
None of these people will have been connected with your complaint or have any previous knowledge of the investigation so far. The Review Panel Hearing will be arranged within 30 working days of the Customer Services Manager receiving your request. You may attend to present your case and be accompanied by another person, who may speak for you if you wish.
The recommendations and notes of the Review Panel will be sent to the Director within 5 working days of the end of the Hearing and you will be sent a copy at the same time.
The Director will consider his/her decision and will write to you within 15 working days of receiving the notes and recommendations of the Review Panel.
For more detailed information about the Policy and Procedure please contact the Customer Services Team on 0800 212 783.
Not all people who wish to complain are entitled to use the Devon Social Services Complaints & Representations Procedure.
If this is the case for your complaint, you can use the Devon County Council Complaints Procedure instead.
If the stage for your complaint is a matter to be considered under the Devon County Council Complaints procedure, our Customer Services Manager can arrange this for you.
For further written details on the Devon County Council Complaints Procedure, please contact the Customer Services Manager or:
Local Government Information Centre
County Hall
Exeter EX2 4QR
Tel. 01392 383444
Email: customer@devon.gov.uk
Fax: 01392 382286
The leaflets: A Guide to how we deal with your feedback and Tell us what you think are available from the address above.
We hope that our Complaints & Representations Procedure will help you to make your concerns known to us whenever you feel happy or unhappy with our services. However, as well as using the formal Procedure you have the right to write to any of the following people, all of whom will arrange for your concerns to be looked into:
If you are dissatisfied with the result of your complaint to Devon County Council, or at any time in the complaints process, you have the right to ask for your complaint to be examined independently by the Local Government Ombudsman whose address is:
The Oaks
Westwood Way
Westwood Business Park,
Coventry CV4 8JB
Tel. 024 7682 0000.
The CSCI is the single, independent inspectorate for all social care services in England. CSCI incorporates the work formerly done by the Social Services Inspectorate (SSI), the SSI/Audit Commission Joint Review Team and the National Care Standards Commission (NCSC). The CSCI will investigate complaints and concerns raised about social care service providers, and secure improvements where regulations and national minimum standards are not being met.
CSCI South West Regional Contact Team can be contacted at:
Commission for Social Care Inspection
Colston 33
33 Colston Avenue
Bristol
BS1 4UA
Customer Service Helpline: tel - 0845 015 0120 or 0191 233 3323
Fax: 0117 233 3618
Website address: www.csci.gov.uk
The following organisations can provide older people and their carers with assistance and advocacy:
Age Concern and Citizens Advice Bureau - either contact your local office or ring Care Direct on 0845 1551 007.
Adult Procedures (33KB - pdf help) and Timescales (24KB - pdf help)
Complaints and Representations Policy - Adults
Children and Young People Procedures (33KB - pdf help) and Timescales (24KB - pdf help)
Complaints and Representations Policy - Children
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