If you are unhappy about the social services you are receiving, you have a right to complain.
We aim for high standards but sometimes things do go wrong. We will only be able to help you and try to put things right if you tell us you are unhappy.
Don't be afraid to complain. We welcome your comments, both positive and negative, because they may help us to improve our services for everyone.
Making a complaint
Our preferred method for making a complaint is to complete our online form.
Alternatively you can:
- Write to us at: FREEPOST, Customer Services, Social Services, Penallta House, Tredomen Park, Hengoed. CF82 7PG
- Call us on freephone 0800 328 4061
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The complaints process
The complaints procedure involves three stages:
Stage 1 – local resolution. The preferred method is that you raise the issue with the staff working with you. Contact the person in charge of your local service or alternatively contact our complaints officer who will speak to that person on your behalf. They will do their best to sort things out quickly and most issues will be resolved at this stage. This should take no more than two weeks.
Stage 2 - formal consideration. If you are unhappy with the response you have had, contact our complaints officer who will arrange for someone not involved in providing your service to investigate the complaint. You have the right to expect a response from the council within five weeks. You may contact the complaints officer to make your initial complaint or after having spoken to the staff who work with you.
Stage 3 - If all else fails. You can ask for someone who is totally independent to handle your complaint.
If you are still not satisfied you can appeal to the Local Ombudsman in writing to 1 Ffordd yr Hen Gae Field, Pencoed, Cardiff. CF35 5LJ.
Further information
For further information about making a complaint and the complaints procedure within social services call us on 0800 328 4061 or email socialservices@caerphilly.gov.uk.