We would like to hear from you – Compliments, Comments and Complaints.
We want the services we provide to be the best possible and that's why your feedback is important to us.
We hope that you are happy with the service that you have received from us and if that is the case, then please let us know!
However, we are aware that despite our best efforts, there may be occasions when you may feel unhappy or have a concern about a service you receive or you may want to make a suggestion that helps us improve it.
We use every compliment, comment and complaint with our teams to identify what we are doing well and where we can improve.
The information below should help you with everything you need to know.
Who can make a complaint or representation?
If you are unhappy with your care and support, you have a right to complain. We aim for high standards but sometimes things do go wrong. Unless you tell us, however, we will not know that you are unhappy. If you contact us, we will be able to work with you to put things right as soon as possible.
Any member of the public, including a child, who has received, or was entitled to receive a social care service provided by Flintshire County Council or a service commissioned by the Council, may make a complaint.
You, or someone on your behalf, can contact the Complaints Officer with your comment, compliment or complaint.
Compliments
We also want to hear from you if you think we have done well with something. This may be a compliment about your Social Worker or your carer. It’s important that we hear about any good work that someone may have done with you. You can contact the Complaints Officer who will make sure your compliment is shared with the staff member concerned, as well as Managers and Councillors. Details of how to contact the Complaints Officer are below.
Who do I make a Complaint or a Compliment to?
All compliments and complaints are recorded and managed by the Complaints Officer.
Tell us what you think about Social Services, or why you’re unhappy, and we’ll listen Flintshire Social Services aim to provide high quality services. However, there may be occasions when people using or wanting to use our services will want to comment or complain about the service they receive.
When you express your concerns or complain we will listen. We need to know if things are going wrong or not happening according to plan so we can review the situation and help put things right for you.
Don’t be afraid to complain and please be reassured that just because you make a complaint, any support you receive from us or any of your future dealings with us will not be affected.
Stage 1 – Local Resolution
We believe it’s best to deal with any issue straight away rather than try to sort the problem out later. If you have a concern, raise it with the person you are dealing with (e.g., your Social Worker). They will try to resolve it for you there and then.
If we are unable to resolve your complaint immediately or by the end of the next working day, you can contact the Complaints Officer directly. You can do this in person, by telephone, in writing or by email. The Complaints Officer can be contacted by the details above.
After receiving your complaint:
- Your complaint will be recorded and acknowledged within 2 working days of us receiving it.
- We will aim to respond to you within 10 working days of your complaint being acknowledged.
- Every effort will be made to make sure the problems are resolved at this stage.
- Occasionally we might suggest mediation or another method to reach resolution.
Stage 2 – Formal Consideration
If you are unhappy with our response at Stage 1, you have the right to request for your complaint to be investigated independently at Stage 2.
The Complaints Officer will discuss your request in more detail with you and we will appoint an Independent Investigator to look into your complaint.
These investigations should take 25 working days to complete, but more time may be required depending on the complexity of the complaint.
You do have the right to take your complaint straight to Stage 2, but we believe the quickest and simplest way to resolve your concerns is to do this at Stage 1.
The Independent Investigator’s report will be sent to Social Services first for them to consider the findings and recommendations. Social Services will then send you a formal response together with the report. This is normal procedure as set out in the Social Services Complaints Procedure (Wales) Regulations.
A Stage 2 formal investigation takes place if:
- You remain unhappy after a Manager from Social Services has responded to your complaint at Stage 1.
- You have insisted upon your right to progress your complaint straight to this stage and therefore by-passing Stage 1.
- Social Services has progressed the matter to this stage because of the complexity or seriousness of the issues raised.
What is a Stage 2 (Formal Investigation)?
At Stage 1, a Manager from Social Services will have looked into your complaint and responded with their findings. This was Social Services' opportunity to put things right if things have gone wrong or, if the correct processes have indeed been followed, this will have been explained to you.
A Stage 2 formal investigation is an investigation commissioned by the Complaints Officer to independently look into the issues you have raised. An Independent Investigator will be appointed. They do not work for Flintshire County Council, but they have a social care background and experience of investigating complaints.
You have the right to be supported by an Advocate during this stage (if you used an Advocate at Stage 1, they will be expected to continue their support with you).
What happens during a Stage 2?
The Complaints Officer will meet with you to discuss your complaint in detail and the outcomes you are seeking.
What is the Independent Investigator's role?
- Investigate your complaint by a fact-finding exercise which is impartial, open and proportionate to the seriousness of the complaint.
- Read relevant case records held by Social Services and interview managers or staff involved in the complaint.
- Produce a report into their findings and make constructive, proportionate and achievable recommendations.
Complaints specifically about Children's Social Services will also include an Independent Person. Their role is to:
- Take part in the investigation and ensure that it is fair and unbiased, and that everyone involved is able to express their views fully and without any pressure.
- Oversee the Independent Investigator's report and confirm that it provides an accurate and complete picture of the handling of the Complaint.
What happens after a Stage 2 is finished?
The Independent Investigator's report will be sent to Social Services first for them to consider the findings and recommendations. Social Services will then send you a formal response together with the report. This is normal procedure as set out in the Social Services Complaints Procedure (Wales) Regulations.
The investigation and Department's response should be completed within 25 working days of you agreeing to the summary of your complaint with the Investigating Officer.
If for whatever reason the investigation may overrun (e.g. key staff are on leave or there are a significant number of issues to investigate), you will be informed of this by the Complaints Officer together with an expected completion date. We believe it is important for the Investigating Officer to complete a thorough and quality investigation that is not rushed or fails to address the issues raised.
You will have the opportunity to meet with the Complaints Officer and go through the report's findings and the response from Social Services.
The Complaints Officer will add the agreed recommendations to an ongoing 'lessons learned' action plan, the progress of which is reviewed by senior management every quarter and reported to Councillors.
You have the right to ask someone else to support you in making your complaint.
Flintshire has a range of free and independent organisations that can help make your voice heard and support you making a complaint.
Adults
If you are an adult raising a complaint, Llais, your voice in health and social care, can help you do this. Llais is an independent body, and its free advocacy service can provide information, advice and support to members of the public who may wish to raise a concern.
Llais can support you to raise a concern and give advice on the most appropriate course of action. For further information, visit their website.
Llais can be contacted via:
- Website: Llais
- Email: northwalesenquiries@llaiscymru.org
- Phone: 01978 356178 / 01248 679284
If you are under 18
We will arrange an advocate from TGP Cymru for you if you are happy for us to do so.
TGP Cymru offer Independent Professional Advocacy Services to children and young people living in Flintshire. For further information visit their website.
- Website: TGP Cymru
- Email: northwalesadvocacy@trosgynnalplant.org.uk
- Phone: 0800 111 6880
Other advocacy services
Flintshire also has a range of free and independent organisations that can help make your voice heard and support you making a complaint.
Advocacy Services North East Wales (ASNEW)
Advocacy Services North East Wales support work with adults, older people, younger people with dementia and carers.
North Wales Advice and Advocacy Association (NWAAA)
North Wales Advice and Advocacy Association provide advice and advocacy for people with learning disabilities.
North East Wales Carers Information Service (NEWCIS)
The Children’s Commissioner for Wales
The Children’s Commissioner for Wales can advise and support children and young people (and their parents/carers) who are under 18 (or under 25 years old if they have been in care).
Social Services work closely with many other organisations. If your complaint is about something we have provided jointly with another organisation, e.g. care package from health and social care staff, we will look at your complaint together and usually send you one response.
You may have a complaint about a service we have arranged (commissioned) for you with another care provider, such as a nursing or residential care home, a home care agency, or a day service. Each organisation will have its own complaints process and we will usually send your complaint to them and ensure they deal with it. We will tell you exactly what we are doing.
If you have already complained to another organisation commissioned by us to provide your care, and are unhappy with their response, you can contact us and ask us to look into it further.
If you make a complaint or representation, wherever possible we will respect your right to confidentiality. Although we will need to share the information you give us with others in order to address your complaint. We will only do this if necessary.
To find out more about how we use your information as part of the complaints process, view our privacy notices. If you are unable to access the privacy notices online and you wish to receive a copy, please contact the Complaints Officer on the details above.