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What to do if concerned about the progress or final outcome of a complaint

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.

10.1 We encourage anyone who is concerned about the progress or final outcome of their complaint to discuss their concerns with the Customer Feedback and Complaints Manager initially.  
10.2 Anyone who has exhausted our complaints process and is not satisfied with the final outcome has the right to ask the Local Government and Social Care Ombudsman to review their complaint. 

You can find out more about how to complain to the Local Government and Social Care Ombudsman at https://www.lgo.org.uk/how-to-complain 

10.3 We will provide information about how to contact the Local Government and Social Care Ombudsman and will co-operate with any requests from the Ombudsman.

 

Policy Published: October 2021

Policy reviewed: April 2026

Last reviewed:
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