At Bury Social Care Services we are always eager to know how we can make our services better. The following information outlines the ways in which you can give us your views, or complain if you are not satisfied with our services.
Comments and compliments
We welcome all suggestions about how we can improve services. We also want to know what we do well. We are always pleased to hear from people using our services who want to compliment a particular member of staff or the service they receive.
Complaints leaflet 2008.
Complaints
If you are not happy you may want to complain and we will try to resolve your complaint quickly, fairly, confidentially and impartially.
The first step you should take is to contact the member of staff with whom you have been dealing and try to sort out with him or her.
If you are still not happy at this stage you should speak to their manager. If you cannot resolve the complaint after speaking to the manager you should contact the Complaints Manager by one of the options explained below:
Ways to Contact the Social Care Complaints Manager:
Telephone:
0161 253 5488
Post:
The Complaints Manager,
Bury Social Care Services,
Castle Buildings,
Market Place,
Bury,
BL9 0LT
Email - Adult Care Services
Adult.Complaints@bury.gov.uk
Adult.Compliments@bury.gov.uk
Email - Childrens Services
SocialCareComplaints@bury.gov.uk
SocialCareCompliment@bury.gov.uk
How long will it take?
We will write to you within 2 working days to acknowledge receipt of your complaint and to tell you who is dealing with it. We will try to send you a written response within 10 working days but if this is not possible you should receive a response within 20 working days.
If you are not happy with the outcome of the complaints investigation you can request to go to the next stage of the Complaints Procedure (Stage 2). This involves independent investigation of your complaint and if you remain dissatisfied following this response you can request an "Independent Review Panel" (Stage 3). The Panel will look at how your complaint has been dealt with and whether the Department has adequately dealt with your complaint in the Stage 2 investigation.
If you are still not satisfied you can contact "The Local Government Ombudsman" and we are happy to provide you with the contact details to do this.
Complaints procedure Childrens Services (167kb 55 page pdf)
Complaints procedure Adult Care (246kb 62 page pdf)
Complaints and Safeguarding vulnerable adults from abuse
In order to ensure that complaints which contain safeguarding issues are actioned appropriately, the following procedure has been agreed by the complaints manager and the safeguarding co-ordinator:
Safeguarding to Complaints
- Any safeguarding monitoring form received which states a complaint is running alongside a safeguard investigation:- the Safeguarding Co-ordinator will notify the Complaints Manager of the complaint. It is anticipated the Complaints Manager will already have been informed. In addition, the Safeguarding Co-ordinator will ensure copies of minutes of the safeguarding meeting, planning and conclusion to be sent to the Complaints Manager
- Safeguarding monitoring forms received which identify they have been closed as a referral and should be treated as a complaint not a safeguarding issue:- the Safeguarding Co-ordinator will notify the Complaints Manager of the information received but it is anticipated the Complaints Manager will already have been informed
Complaints to Safeguarding
- Any complaints received which potentially have safeguarding issues:- the Complaints Manager will discuss with the Safeguarding Co-ordinator to check if there is a need to alert services regarding safeguarding issues
- Any complaints received from the Safeguarding Coordinator on issues relating to poor standards in care homes may also need to be referred to the Commissioning Team
