Complaints process

The following information explains the complaints Procedure for People who receive Social Care Services in Derbyshire. The leaflet 'The Complaints Procedure explained' also provides full details of the procedure.

The Social Care Service Complaints Process has three stages which are as follows: 

Stage 1 - Local Resolution
Because we want to put things right, in the first instance contact the local manager of the Service or the local Area Office. Use the link to access a list of all Area Office addresses and telephone numbers. You can do this by telephone, writing or in person (although it will always be best if you make an appointment). Usually the service responsible will look into your concerns and you should receive a response within 10 working days.
Remember you can ask your local County Councillor to help.
If you are unhappy with the outcome you should first contact the person who sent you the letter to attempt to sort the matter out.

Stage 2
If you are not satisfied with the outcome of the local resolution or the time has elapsed without an agreed extension you can either email the Complaints Officer at yourviews@derbyshire.gov.uk or you can write to the: 

Social Care Services Complaints Officer 
Derbyshire County Council 
Freepost MID 23957 
Matlock 
Derbyshire 
DE4 9BR 
(no stamp needed) 

The Complaints Manager will contact you (usually within 3 working days) and agree the specific complaint and an Investigating Officer will be appointed. The Investigating Officer will produce a report which is presented to you and sent to a Senior Manager for adjudication. The adjudication officer will then write to you within 25 working days. 

Stage 3
If you are still unhappy at the end of the Stage 2 investigation, you can request that the complaint should proceed to Stage 3. Your complaint will be reviewed by a Complaints Review Panel. They will look into your complaint and how it was dealt with. The request for this should be within 20 working days of receiving your stage two response. You will be invited to attend the Panel to discuss your problems. 

Local Government Ombudsman 

If after Stage 3 you remain dissatisfied you may refer your complaint to the: 

Local Government Ombudsman 
Beverley House 
17 Shipton Road 
York 
YO30 5FZ 

How Can We Put Things Right? 

If we have let you down we will send you:
  • An apology
  • an explanation of why things went wrong
  • an assurance that our systems and services will be reviewed to prevent the same thing happening again
  • an update of what action has been taken to put things right. 

Policies and Procedures Relating to the Complaints Process 

  • NHS and Community Care Act
  • Children Act 1989
  • Department of Health - The Right to Complain Practice Guidance
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