Social work complaints

Your views and experiences of the service you receive are important to us

They provide insight into what we do well and on where we need to focus improvements. We are committed to providing the best service possible and to making sure our service users are satisfied.

We will acknowledge receipt of any complaint within five working days and we will respond to any complaint received within 10 working days. If we cannot meet this timescale, we will contact you to explain what is happening.

You can send us your complaints by:

How long will this take?

We want to resolve complaints as quickly as possible and staff in our services will try to do this when you first make your complaint. However, if you feel your complaint has not been resolved satisfactorily you can take it to the next stage of our complaints procedure. Our staff will give you more advice about who you should contact and the stages and timescales we will use when dealing with your complaint are detailed below.

What if my complaint is not about social work services?

If you have a complaint about North Lanarkshire Council but it is not about social work, please use the corporate complaints procedure.

How we will deal with your complaint?

After we investigate your complaint if we find we are at fault, we will do our best to put matters right. If we find we cannot do anything we will tell you why.

What happens?

Stage one

Staff from the service the complaint is about will investigate the complaint and an officer responsible for that service will respond to you.

We will acknowledge your complaint within five working days.

We will respond to your complaint within 10 working days. If we cannot we will contact you and let you know when we will answer your complaint.

Stage two

Review by head of service

The head of service will review the decision.

We will acknowledge your complaint in five working days.

We will respond to your complaint within 20 working days. If we cannot we will contact you and let you know when we will answer your complaint.

Stage three

You will have the opportunity to request that your complaint is considered by a complaints review committee. This is a panel of three people who do not work for the social work service or the council. A date for the committee will be arranged by council officers and you will receive a letter telling you when and where it will take place and any other information you need to know.

Care Inspectorate

If your complaint is about a social work service which is regulated by the Care Inspectorate such as a care home, home support service, children's house, day service or another regulated service you can request the inspectorate to investigate the complaint on your behalf. The Care Inspectorate can be contacted at Care Inspectorate, Princes Gate, Castle Street, Hamilton ML3 6BU. Tel: 01698 897800

Your right to an independent review

If you are dissatisfied after stage three, you have the right of independent review by applying to the Scottish Public Services Ombudsman, 4 Melville Street, Edinburgh EH3 7NS. You can telephone them on 0800 377 7330 or visit their website - www.spso.org.uk - for more information.

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