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Scope

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.

3.1    This policy apples to:

  • Gloucestershire Adult Social Care Operations (e.g. Care Act assessments, support planning and hospital discharge)
  • Gloucestershire Adult Social Care Support Services (e.g. the council’s help desk but excluding financial complaints)
  • Gloucestershire Equipment Loan Services
  • Joint complaints with the NHS
  • People in Shared Lives Placements
  • People dissatisfied with how independent providers have managed their complaints

This list is not exhaustive, if you’re not sure, please contact the complaints team and we can redirect you to the most appropriate organisation. 

Policy Published: October 2021

Policy reviewed: April 2026

Last reviewed:
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