Social services complaints

We want our services to be the best they possibly can and that is why your feedback is important to us.

You may feel unhappy with a service you have received or you may have an idea that helps us improve.

If a member of staff or team has given you an excellent service, we would love to hear about it.

If you are unhappy about a service you have received or you want to make a complaint on behalf of someone else, please contact the Customer Services Team. You can do this by completing our online form

Make a complaint, comment or compliment

Alternatively you can contact us in one of the following ways:

By phone on 0800 328 4061
By email socialservices@caerphilly.gov.uk
In writing at

FREEPOST
Customer Services
Social Services
Penallta House
Tredomen Park
Hengoed.
CF82 7PG

In person by appointment (use free phone number)
Using the complaints leaflet
- download standard leaflet
- download Easy Read leaflet
Minicom or textphone 01443 873626

Please tell us if you want your complaint to be dealt with in Welsh.

What happens next?

We will write to you within two working days of receiving your complaint to let you know we have received it. We may contact you to talk about the details of your complaint to make sure that your concerns are dealt with in the right way and this will be confirmed in writing to you. We will also send you details of where you can get help, if you need it, in making your complaint.

There are two stages to the complaints process.

Stage 1

We will contact you within 10 working days (two weeks) of us receiving your complaint. We will offer to meet with you face-to-face, or if you prefer, discuss your complaint over the phone. This discussion will make sure that we understand your complaint and understand how you want it to be put right. If this can be agreed, we will write to you within five working days of the discussion confirming the agreed outcome.

Stage 2

If your complaint cannot be put right at stage 1, an ‘Independent Investigator’ will investigate it. The Independent Investigator does not work for the council and has the skills to investigate your complaint in a detailed and fair way.

We will write to you within 5 working days of receiving your request for a Stage 2 Investigation. This to make sure that we understand all the details of your complaint and the outcome you would like to achieve. We will ask you to confirm that this is correct and will also give you details of the Independent Investigator.

The date on which you confirm the details of your complaint is called the ‘start date.’ We have 25 working days from the start date to complete the investigation and send you a written response.

If we are not able to achieve this deadline, we will write to you and tell you why there is a delay and when you will receive the response. This will be as soon as possible and no later than 6 months from the date we received your complaint.