Adult Social Care invoices
Invoices have now been issued following a short delay, and associated direct debit collection dates will be adjusted accordingly. There is no need to contact us at this time.
Scope
In this section
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1Introduction
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2Legal Context
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3Scope
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4Who can make a complaint
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5Help to make a complaint
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6What are complaints?
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7Providing information
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8How to make a complaint
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9What the council does when it receives a complaint
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10What to do if concerned about the progress or final outcome of a complaint
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11When the council will not/may not act on a complaint
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12The Care Quality Commission (CQC) and complaints about regulated providers
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13Complaints records and the annual report
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14Implementing, monitoring and reviewing policy
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15Appendix 1 – Definitions
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16Appendix 2
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17Appendix 3 – Additional examples of exclusions
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18Appendix 4 – Care Act Advocacy for Adult Social Care processes including complaints (taken from GCC’s Independent Advocacy Policy)
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19Appendix 5 - Reasonable adjustments examples and accessible information standard
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20Appendix 6 - Lessons learned log
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21Policy 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: