Social Work Complaints

With effect from 1 April, 2017 legislation and guidance in relation to Social Work complaints changed. Social Work complaints will  now be handled through a two stage process as outlined below.  The full Social Work Complaints Handling Procedure can be viewed here.

Occasionally things go wrong and if they do we want to know so we can put them right and make sure it doesn't happen again.  If something goes wrong or you are not happy with our services, please tell us.

How Do I Complain?

Who Can Complain?

You can make a complaint if you:

  • Use any of our services or feel you should be able to use our services
  • Are a carer, or you are acting on someone else's behalf

In most circumstances if you are making a complaint on behalf of someone, you will require to have their permission to make the complaint.

What is a Complaint and What Can I Complain About?

A complaint is an expression of dissatisfaction about an action or lack of action, about the standard of service provided. You can complain about:

  • Failure or refusal to provide a service
  • Inadequate quality or standard of service
  • Dissatisfaction with one or more policies or its/their effect on the individual
  • Failure to properly apply law, procedure or guidance when delivering services
  • Failure of administrative processes
  • Delays in service provision
  • Treatment by or attitude or a member of staff; and/or disagreement with a decision made in relation to social work services

Your complaint may involve more than one service or be about someone working on our behalf

What Happens After I Have Complained

We aim to provide high quality customer services and to 'get it right first time' but if you are not happy with any of our services, a complaints' procedure is in place that puts you at the heart of the process.  Complaints enable us to learn from mistakes and improve the services we provide. 

We strive to resolve the majority of complaints simply and quickly and we have a two stage procedure:

Stage Description
Stage 1
(Frontline Resolution)

This aims to quickly resolve customer complaints at first point of contact within five working days. In exceptional circumstances, where there are clear and justifiable reasons for doing so an extension of no more than ten working days may be agreed with the customer.  This will only happen when an extension will make it more likely that the complaint will be resolved at the frontline resolution stage. This means that frontline resolution can in special circumstances take fifteen days in total.

Stage 2 (Investigation) For issues not resolved at front line or that are more complex. 
Complaints dealt with at Stage 2 will be acknowledged within three working days and responded to within 20 working days.  If we require more time to respond, we will let you know of the reasons for the delay and agree a revised time scale. 

Once you have received our final decision, if you feel that your issues have not been resolved, you can contact the Scottish Public Services Ombudsman (SPSO) and request that your complaint be reviewed.  SPSO contact details will be provided with our final response to you.

Other complaints