If you are happy with our service, let us know.

If you feel unhappy about the service that you have received you may make your complaint by telephone, by letter, by e-mail or in person at any reception area.

You can also talk to the member of staff that you have contact with.

Alternatively please contact:

Customer Liaison Officer
Adult Social Care
Civic Offices
Euclid Street
Swindon
SN1 2JH

Tel: 01793 463496
E-mail: yourcommentscount@swindon.gov.uk

Or if you would like to make an appointment with the Customer Liaison Officer, please drop in to Clarence House Reception, Euclid Street, Swindon, to make an appointment.

If you wish, you can ask someone you know to help you complain.

What will happen when you complain

At the first stage we will try to resolve your complaint informally, with the manager of the team that your complaint is about. You can expect to receive a written response within ten working days.

If your concern is not resolved at this stage, (which we call stage 1) we can ask someone independent to carry out an investigation. This may take a little longer, but not more than three months.

If you are still not satisfied at this stage (stage 2), you can ask that your complaint is considered by an independent review panel (stage 3), and you can bring a friend or representative; but you need to do this within 20 days of receiving your response.

After the panel has considered the complaint they will provide a report and the Director of Social Services will then write to you within 20 days to let you know the panel's recommendations, and what we will do about it.

If you are still dissatisfied at this stage you may want to contact:

The Ombudsman
2 The Oakes
Westwood Business Park
Coventry
CV4 8JB

Tel: 0247 682 0000

Care Homes

Registered care homes are required by law to have a complaints procedure, and should be able to provide information to service users and their relatives on how to complain.

Commission for Social Care Inspection (CSCI)

Complaints about service provision by registered services can also be made directly to the Commission for Social Care Inspection (CSCI) local area offices, or by calling the CSCI customer services unit, at any time.

Contact

CSCI
Colston 33
33 Colston Avenue
Bristol
BS1 4UA

Tel: 01179 307141

Our aims

We want to provide good quality services, and we need your help to tell us how we are doing.

We welcome:

• Compliments
• Comments
• Complaints

Support

If you would like some advice or assistance in bringing your concerns to our attention, the following organisations will be able to help:

The Swindon Racial Equality Council

Tel: 01793 528545
E-mail: swindonrec@srec.fsnet.co.uk

Swindon Advocacy Movement

Tel: 01793 542266 or 01793 542575
E-mail: s.a.m.ltd@btconnect.com
Website: www.swindonadvocacy.org.uk

Citizens' Advice Bureau

Tel: 0845 050 5155
Citizens' Advice Bureau website (www.adviceguide.org.uk)

Wiltshire Law Centre

Tel: 01793 486926
E-mail: wiltslawcentre@dial.pipex.com

Age Concern Swindon

Tel: 01793 692166

Focus on Carers and Self-Help

Tel: 01793 531133
E-mail: focus0@breathemail.net

Our commitment to fairness

Making a complaint does not mean you will receive less help or that things will be made difficult for you. We will treat everyone fairly and equally regardless of age, disability, race, culture, or sexual orientation.

Printed leaflet

The information contained in this web page is also available in a printed leaflet. If you would like copies of this leaflet, or the same information in another format, please contact:

Customer Services
Tel: 01793 445500

The leaflet is also available as a downloadable pdf document:

Your Comments Count

For a simplified version of this leaflet, please contact:

Customer Liaison Officer
Tel: 01793 463496

This is also available as a downloadable pdf document:

Your Comments Count Simplified