"Having Your Say"
We want to know what you think about the care you receive from
Suffolk County Council. If things have gone well and you are
pleased with the services we provide, we would like to know.
However, we also want to know if things have not gone so well and
you are not happy. You may have a comment or suggestion about how
we might improve things. We need to know your views so that we can
make things better for you and for other people.
Adults and children who receive services from us have a legal
right to complain about those services. The way we will deal with
your complaint is set down in law and guidance from the
government.
This
leaflet "Having Your Say" explains the complaints procedure for
social care services in Suffolk County Council.
How we deal with complaints
The law says that we must have a complaints procedure for
complaints about adult’s and children’s care services, and it tells
us how we must deal with these complaints. This procedure is
different to the Suffolk County Council complaints procedure.
Stage 1
We know that most people want something done quickly if they
have a complaint. That is why we ask the staff working with you to
try to sort out your problem.This approach to solving complaints is
what we call informal resolution. We usually ask staff to try and
resolve your complaint within 20 working days for Adult and
Community Services and 10 working days for Children and Young
People's Services. Sometimes, with your agreement, we may take
longer.
Stage 2
If staff are unable to resolve your concerns, your complaint may
need formal investigation at Stage 2 of our Complaints Procedure.
If you do not want the staff that work with you to try and resolve
your complaint - let us know.You have a right to ask for a formal
investigation straight away.
Normally we can only look at a complaint within 12 months of the
events you are complaining about. In exceptional circumstances we
may be able to look at complaints about things which happened
longer ago than this, but you need to have a good reason for not
contacting us sooner.
Complaints about private agencies or voluntary / independent
organisations
If ACS or CYP have arranged another agency to provide your care,
for example:
- private residential care
- daycare organised by a voluntary organisation
- private homecare agency
you have a right to use this complaints procedure or the one
provided by the agency.
External care authorities
If your comment, compliment or complaint is about a residential
or nursing home for adults, or home care provided by the County
Council or an agency, you can also contact:
If your comment, compliment or complaint is about a children’s
home or an adoption or fostering service, you can also contact:
Data Protection
Sometimes we will have to share information you give us with
other organisations or people outside Suffolk County Council so
that your complaint can be investigated fully.We will ask you first
before sharing any information that might identify you or the
person you are complaining on behalf
of.