Tell us what you think
We aim to provide good quality services and to put things right if you have a complaint. Your comments and compliments will help us understand what is working well with the services you receive and to get things right for other people too.
If you have a complaint please let us know. Generally, you will need to make your complaint within one year of the event you are not happy about. Some issues may not fall within the Social Care complaints procedure but are covered by the Bournemouth Borough Council’s procedure. Either way we will help you take the appropriate action.

Comments and compliments
We would like to know if you have received a good service from us. We welcome any positive or negative comments about our services. This will help us identify what works well when planning for the future.

Complaints
If you are not happy with any part of the service you are receiving tell the social care staff providing the service. They will listen carefully to what you say and try to correct the problem quickly. If the matter cannot be resolved in this way you can ask for your complaint to be registered at Stage 1 of our complaints procedure.

STAGE 1- Local resolution
If you want to make a formal complaint you can request this from the member of staff providing the service or you can contact the Social Care Complaints Manager. You may prefer a relative or friend to contact us on your behalf.
If you find it difficult to explain your complaint please contact the Social Care Complaints Manager who will assist you or appoint someone to help you.
Please let us know what has gone wrong and what you would like us to do about it. You can do this by:

•  telephone
•  email
•  writing to us

The details of your complaint will then be recorded and you will receive a letter of acknowledgement from the Social Care Complaints Manager: 

• giving a brief description of your complaint
• confirming that your complaint has been recorded at Stage 1 of the complaints procedure
• advising you that we will arrange for the complaint to be investigated.

Within ten working days the member of staff investigating your complaint will:

• talk to you or your representative
• read relevant records 
• speak to staff concerned with the service
• write to tell you what has been found and what has been done about your complaint.

If s/he is unable to keep to this time scale, s/he will write and tell you why and say when you can expect the response.

STAGE 2 - Investigation
If your complaint has not been resolved and you want to take it further, you should contact the Social Care Complaints Manager. Please be clear about which aspects of your complaint have not been resolved and say what you would like to happen.
We will then appoint an investigator to consider your complaint.
In certain cases we will ask an independent person to help the investigator.
The investigator (and independent person if involved) will read any letters or other relevant records and speak to you and other people involved in your complaint. They will then write a report and we will send you a copy.
The head of service will then write to you in response to the findings of the report within 25 days.

STAGE 3 – Review Panel
If you think the head of service’s response is unsatisfactory, you can ask the Social Care Complaints Manager to arrange for a Review Panel to hear your complaint. You should be clear about what particular part of the response you want the review panel to consider. The Social Care Complaints Manager then has 30 working days from your request to hold a panel meeting. We will let you have details of the panel hearing at least ten working days before it takes place.

How to prepare for the Review Panel
The Panel will want to ensure that you have the opportunity to present your complaint fully. It is sometimes helpful if you can write down the main points you would like to make. These can be given to the panel before the meeting.
You may bring another person to the Panel to support you or to speak on your behalf. Please let the Social Care Complaints Manager know if you are bringing anyone else with you and if they have any special needs. We can then make sure adequate arrangements are made for them.

What will happen at the Review Panel meeting?
Review Panels consist of three independent people. They will consider relevant information and reports before the meeting.
The investigator (and independent person if involved) will be there to discuss any questions the panel may have. We will ask
a manager to represent Bournemouth Council at the review.
The Social Care Complaints Manager and an administrator will attend to oversee the meeting and make sure you have the opportunity to present your points.

After the Review Panel
The panel will consider all the information relating to the complaint and record their recommendations. Their findings will be sent to the Corporate Director with responsibility for Social Care Services and you will receive a copy. The Director will then write to you within 20 working days of the Review Panel meeting with a final response to your complaint.

Complaints about a care home or care at home from an agency
If you have a complaint about this type of social care, you may speak to the provider of the service or you may prefer to contact your social worker/care manager. At any point you can contact:

Commission for Social Care Inspection, Unit 4,
New Fields Business Park, Stinsford Road, Poole, BH17 0NF
Tel: 01202 662992

Local Government Ombudsman
Contact the Local Government Ombudsman at any time if you are not happy with the way we are dealing with your complaint.
Local Government Ombudsman, The Oaks, No 2 Westwood Way, Westwood Business Park, Coventry, CV4 8JB
Tel: 024 7682 0000
Email: enquiries.coventry@lgo.org.uk

To contact the Social Care Complaints Manager

Social Care Complaints Manager
Room 112, 3rd floor, Town Hall, Bournemouth, BH2 6DY
Tel: 01202 458953
Fax: 01202 451032
Click here to inform the Social Care Complaints Manager of your comment or compliant.