Comments and Complaints
Our commitment to you
We, in Social Care and Health and Staffordshire County Council as a whole, are committed to providing the best possible service.
We welcome your feedback, it can help us improve our service or deal with difficulties.
We want to:
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Learn from your experience
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Put things right where needed
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Resolve complaints as soon as we possibly can
Sometimes things can go wrong and we are sorry when this happens. We will investigate every complaint and take action where necessary this will include putting things right if something has gone wrong.
If you do contact us you should expect to be treated with respect and courtesy. If you need help or support in providing feedback we will help you obtain it.
We will pass on all compliments to relevant staff.
In Social Care & Health we follow a statutory complaints procedure.
You can fill in and submit the online form| to make your comments or make a complaint.
If you want to make a point about other council services, we have a Corporate Customer Feedback Procedure||| and a comments form you can submit.
How to make a complaint about Adult Services?
• Write, text, phone, use the minicom, email, make a comment online or make an appointment to see one of our Complaints Officers. (Complaints leaflet can be loacted at the end of this page).
• Contact the Complaints & Representations Team on 01785 277406/04. You can ask them for advice or help to make your complaint.
• Talk to local staff first - speak to a member of our staff or the local manager of the service.
Postal address:
Adult Services
Complaints Services Manager
Complaints & Representations Team
Directorate of Social Care & Health
Wedgwood Building
Tipping Street
Stafford ST16 2DH
Tel: 01785 277406
Fax: 01785 277053
Minicom: 01785 277078
Email: ssd.complaints@staffordshire.gov.uk|||, or
Text: STAFFS COMP … plus your message to 60003 (Please tell us your name and we will call you back)
Children's Services
Customer Feedback and Complaints
Directorate for Children Young People and Families
1st Floor Wedgwood Building
Stafford
Phone: 01785 278617/278601
Freephone Helpline: 0800 083 7014 (out of hours answerphone facility)
Text STAFFS COMP .. plus your message to 60003 (standard network charges apply)
Email: cll.complaints.team@staffordshire.gov.uk|||"
If you want this information in larger print, in Braille, on tape or in another language, call: 01785 276900 or email: social.services@staffordshire.gov.uk|||
Advocacy
You may wish someone to help and support you when providing us with your feedback. An advocate is completely independent of other people and can speak on your behalf if you so wish. This may be a friend or relative.
Contact details for organisations who may be able to provide this service are at the bottom of this page.
What you should expect when you contact us and wish to complain
We aim to thoroughly and fairly investigate all complaints and put things right quickly. You should expect:
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To be contacted personally to discuss your complaint
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To have a named contact person
Discussion about:
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What you think is needed to put things right
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What needs to be done
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How long it might take
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To receive updates on progress with your complaint
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To receive a clear written outcome to your complaint
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To be treated with courtesy and respect
If your complaint relates to more than one service provider or an independent agency, and we have been involved, we will help you obtain a co-ordinated response in accordance with your wishes.
If you are not happy with the outcome of your complaint, we welcome the opportunity to discuss this with you and any further action to resolve your concerns.
You also have the right to refer to the Local Government Ombudsman, Contact details are:
Local Government Ombudsman
The Oaks No. 2
Westwood Way
Westwood Business Park
Coventry CV4 8JB
Advice Line: 0845 602 1983
Email: advice@lgo.org.uk|||
Text: 'call back' and send to 0762 480 4323
Website: www.lgo.org.uk|||
Staffordshire County Council is not responsible for the content of external websites linked from this page.
Care Quality Commission (CQC)
If you use a service that is registered with the Care Quality Commission (for example, a residential care home or domiciliary care agency) and have concerns regarding care standards, you can write to:
Care Quality Commission
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA
Telephone: 03000 616161
Website: www.cqc.org.uk|||
Staffordshire County Council is not responsible for the content of external websites linked from this page.
Annual Report
The Complaints and Representations Team compile Annual Reports which detail all complaints and representations activity.
Complaints Annual Report 2008-2009||| (pdf,1,560kb)
Complaints Annual Report 2008-2009||| (Word, 2,140 kb)
Complaints Annual Report 2009-2010||| (Word 2.18 mb)
Useful Phone Numbers
Complaints & Representation Service (Adult Care Services)
01785 277406 and 01785 277404
(Mon-Thurs 8.30am-5pm and Fri 8.30am-4.30pm)
Staffordshire County Council 0300 111 8000
(Mon - Thurs 8.00am to 8.00pm, Fri 8.00am - 6.00pm and Sat 9.00am-1.00pm)
Advocacy Services in Staffordshire (ASIST)
Stoke on Trent 01782 845584
Stafford 01785 246709
Burton 01283 564772
Cannock 01543 468588
Age Concern (Stafford)
01785 607060
Mid-Staffs MIND (Cannock)
01543 462907
Care Quality Commission
03000 616161
Local Government Ombudsman
Advice Line: 0845 602 1983
Your views about Social Care Services||| (pdf, 229kb) leaflet details how service users or their representatives can comment, compliment or complain about our services. It has been updated to reflect the new Complaints Regulations, 2009.You can fill in the
Your views about Social Care Services comments form||| (pdf, 44kb) and post it to us to make your point.
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