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Adult Social Care complaints need to follow the statutory complaints process. Please visit the Adult Social Care complaints page| for more information.
Children's Social Care complaints need to follow the statutory complaints process. Please visit the Children's Social Care complaints page| for more information.
The Standards Committees is responsible for considering complaints that a Member may have breached the Code of Conduct. Please visit the Member’s complaints page| for more information.
All complaints will be investigated. If you are unhappy with our services, we will look carefully at the issues you have raised. We will respond to you in writing by two working days of receiving your complaint.
We believe that the people who can best deal with a complaint are those that provide the service. The relevant Service Unit will investigate your complaint and try to resolve the complaint as soon as possible. Sometimes it may take longer but we will respond to your complaint within 10 working days of you contacting us.
For contact details for the relevant department please go to the A-Z or complete a Comments, Compliments and Complaints form|.
If you are unhappy with the explanation you receive about your complaint, you can forward it onto the Service Director of the Service Unit concerned (advice on how to this will be supplied with your response to Stage 1), who will investigate your complaint. They will respond within 10 working days.
If you are still dissatisfied with the response from the Service Director, you can request that an independent Executive Director reviews your complaint (again, advice on how to this will be supplied with your response to Stage 2). The Director will arrange for a review of the case and will send you a report of the investigation within 10 working days.
If you are still dissatisfied with the outcome of your complaint you may refer your complaint to The Local Government Ombudsman.
In most cases, before the Ombudsman can investigate a complaint, the Council must have had a chance to answer it through their own complaints system.
For further information, pick up a leaflet from Bournemouth Borough Council reception points or libraries.
Or call the Ombudsman Advice line directly on 0300 061 0614 or visit their website|
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