8.1 Complaints should normally be made within 12 months of the issue happening or from when the person first became aware of it. However, if someone makes a complaint after this time, it can still be accepted if there’s a good reason for the delay. Examples of good reasons might include:
- the person was unwell or dealing with a crisis, and couldn’t raise the issue sooner
- the person was trying to resolve the issue with the care provider
- the council didn’t explain a person’s right to complain in a way that they understood
8.2 We encourage those who are dissatisfied with adult social care to contact us, to help us improve our services and learn. At GCC, Adult Social Care fosters a learning organisation culture, and people who wish to complain can be assured this will not impact any services they receive, now or in future.
8.3 You can make a complaint in several ways:
Online or by email
Use the Council’s online complaints form or email the relevant team. For Adult Social Care, this may include: corporatecomplaintsteam@gloucestershire.gov.uk.
In writing
You can send a letter to the Council’s Complaints Team at Shire Hall or hand in a written complaint at any council office.
Verbally
You can speak directly to the staff member involved or ask to speak to their manager.
If an email address is provided the person is agreeing to receive communication electronically. The person complaining can contact the complaints team (see details above) to opt out of electronic contact.
8.4 We will write down any verbal complaints we receive, and, unless the complaint was made anonymously, we will give a copy of the written record to the person who made the complaint.
8.5 To find out how the council uses personal information, please see the ASC Privacy Notice.
