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Providing information

In this section

  1. 1
    Introduction
  2. 2
    Legal Context
  3. 3
    Scope
  4. 4
    Who can make a complaint
  5. 5
    Help to make a complaint
  6. 6
    What are complaints?
  7. 7
    Providing information
  8. 8
    How to make a complaint
  9. 9
    What the council does when it receives a complaint
  10. 10
    What to do if concerned about the progress or final outcome of a complaint
  11. 11
    When the council will not/may not act on a complaint
  1. 12
    The Care Quality Commission (CQC) and complaints about regulated providers
  2. 13
    Complaints records and the annual report
  3. 14
    Implementing, monitoring and reviewing policy
  4. 15
    Appendix 1 – Definitions
  5. 16
    Appendix 2
  6. 17
    Appendix 3 – Additional examples of exclusions
  7. 18
    Appendix 4 – Care Act Advocacy for Adult Social Care processes including complaints (taken from GCC’s Independent Advocacy Policy)
  8. 19
    Appendix 5 - Reasonable adjustments examples and accessible information standard
  9. 20
    Appendix 6 - Lessons learned log
  10. 21
    Policy details

Key terms are identified in bold and defined in Appendix 1.

7.1    The council will publish information about how to make a complaint and this policy on its website. which can be found here: https://www.gloucestershire.gov.uk/council-and-democracy/complaints-and-feedback/complaints-about-adult-social-care/   

7.2    We will let people using Adult Social Care services know they have the right to complain. We'll provide this information in a way that suits their needs, following the Accessible Information Standard, and make it available on request. 


7.3    We will assume that people are able to make their own decisions about their complaint. Where this is not the case, we will follow the Gloucestershire Multi Agency Mental Capacity Act policy and guidance.

Policy Published: October 2021

Policy reviewed: April 2026

Last reviewed:
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