Welsh Government
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Social Services complaints consultation launched
Everyone who makes a complaint about social services in Wales has a right to be listened to properly and have their concerns resolved quickly and effectively. Local authorities learn from these concerns and use the experience to improve services for everyone who uses them.
By introducing an integrated two-stage process, which includes independent investigation in the remit of the Public Services Ombudsman for Wales, the complaints process will be easier to understand.
It will also bring the social services complaints process in line with a simplified complaints policy that operates across all public service providers in Wales:
- Informal resolution; i.e. frontline staff resolving concerns on the spot;
- Formal resolution; i.e. through a central complaints service within an organisation;
- Independent external consideration by the Public Services Ombudsman for Wales.
Gwenda Thomas, Deputy Minister for Social Services and Children said:
“This consultation is about making sure that the complaints process is easy to understand and access and that people are able to get the help and support they need to raise their concerns.
“We want to make the process of dealing with concerns and complaints as straightforward as possible and consistent across all areas of social services, including those who pay for their own care.“We think that this can best be done by improving the arrangements already in place to make the process simpler and by giving wider access to the services available from the Public Services Ombudsman for Wales.
“Overall the current complaints process can be frustrating and very stressful, we want to make it easier for people to raise concerns and complaints when necessary.”
The 12-week consultation will go live on 28 February and run until 30 May.
