At the Cabinet meeting held on 17 March 2020, the Social Services Complaints Policy and Procedure was approved.
The Council has always operated a Corporate complaints policy, which deals with most of the issues presented by the public when they have concerns about the actions of the council. Now we have an additional, more specific policy and set of procedure that deal with complaints in our social care settings. Both complaints policies are fairly similar, but there are some notable differences, such as the appointment of independent investigators, should a complaint remain unresolved following receipt of the initial Council response.
Approving the policy ensures that there will be effective practices in place to manage social services complaints, in accordance with the requirements of the Social Services Complaints Procedure (Wales) Regulations.
Councillor Ellen ap Gwynn, the Cabinet Member with responsibility for Policy and Performance, said: “As a Council, we are committed to taking complaints seriously. The procedures set out in the approved policy will enable us to deal with Social Services complaints clearly and consistently across the county. I am confident that the policy will assist the Council in resolving complaints as quickly and in the most effective way possible. It is important that the council has this this additional complaints policy, as many of our service users within social care are vulnerable individuals and this policy strengthens their rights.”