Other Information
Joint responses
If a complaint relates to more than one service area within the Council, a lead service will be agreed, and a coordinated response will be prepared. One response will be provided to your complaint. There is a joint protocol between local authorities and health partners with respect to dealing with complaints that cover both health and local authority joint service provision. This protocol will be used to determine how your complaint will be handled. You will be notified with a point of contact and an expected response date.
Collective complaints
Where appropriate, complaints made by a number of individuals on the same subject will be dealt with as one investigation. It may be appropriate for each complainant to receive a response directly unless a representative has been nominated on behalf of the group of individuals.
Withdrawing a complaint
You may withdraw your complaint at any time by contacting the Council. Consideration will be given as to whether the concerns raised still need to be fully investigated, for instance if there were safeguarding concerns relating to you or other individuals, or if there’s a wider public interest. If you feel unable to continue with your complaint then you may withdraw it and raise it again when you feel able to do so. If you raise the complaint again in the future consideration will be made at that point as to whether it is still reasonable to accept the complaint.
Deceased individuals
In circumstances where the individual is deceased and you would like to make a complaint about the service they have received, the Council will require you to provide documentation to confirm that you have been granted the right to their personal information. Documentation may include Grant of Probate or a Letter of Administration. If you are unsure what documentation you need to provide, please contact the Council and you will be advised further.