If you have a problem we can help you sort it out. It is important that you are not afraid to talk to us if things go wrong.
Perhaps you feel:
- Social services haven't done something they should have
- You have not been listened to
- You are not happy with Social Services
- You don't like social worker/foster carer
Making a complaint
If you have a problem you can always talk to:
There are different ways you can make a complaint. You can:
Alternatively you can:
- Write to: FREEPOST, Customer Services, Social Services, Penallta House, Tredomen Park, Hengoed. CF82 7PG
- Call us on freephone 0800 328 4061
- If you have a disability or are unable to read, you can send us a taped recording of your complaint.
The Welsh Government has produced a Listen and Learning Guidance booklet help you which is available to download below:
Listen and Learning Guidance booklet (PDF 1.9mb)
Subtitled version
The complaints process
The complaints procedure has three stages:
Stage 1. We will contact you to check that we understand exactly what it is that you are unhappy about. We will listen to you, make sure you are happy and fully support you throughout.We will always tell you who will be looking into your problem with you.You will be offered the support of an advocate.
What will happen next?
We will try to sort out the problems you have by talking with the people involved. We will make sure you are happy with the outcome. We have 10 working days to give you an answer. If it is going to take longer we will explain why and ask for another 10 days to ensure we get things right.
Complaints - Stage 1 (PDF)
Stage 2. If we were unable to sort things out at Stage 1, you have the right to an Independent Person who will look at your complaint to see if we can do things differently. As in Stage 1 you will be offered the support of an advocate who will work closely with the Independent Person.
What will happen next?
The Independent Person will need to talk to you about your complaint. They will also talk to the other people who have been involved. You should receive their report within 25 working days, which will include a few suggestions on how we can put things right.
Complaints - Stage 2 (PDF)
Stage 3. If we were unable to sort things out at Stage 2, you have the right to ask for your complaint to be reviewed by an Independent Panel. You must remember to ask for this within 20 days of receiving your report. You may contact the Customer Services Manager your Complaints Officer to make this request.
We will then arrange for an Independent Panel to look at your complaint and make sure that we have treated you fairly and carried out our investigations properly. As in Stage 2 you will be offered the support of an advocate.
What will happen next?
You and/or your advocate will be asked to fill in a Statement of Supporting Information. Guidance will be given on what to include in your statement. Within 20 days you will be invited to a meeting where you will have an opportunity to say what you thought about the way we handled your complaint.
The panel may reach its decision at the meeting or they will write to the council after the meeting with their findings. The panel has 5 working days to do this. The council will then send the report to you within 15 working days of receiving it.
Complaints - Stage 3 (PDF)
If you are still not satisfied, you can talk to the Local Ombudsman:
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.