When the council will not / may not act on a complaint

In this section

Time limits

Complaints must be made within 12 months of an event occurring or coming to the complainant’s notice.

We may consider complaints made outside of this timeframe if we are satisfied that:

the complainant had good reason for not making the complaint sooner, and
despite the delay, we are still able to investigate effectively and fairly

Exclusions

There are some matters that we are not required to deal with through Adult Social Care complaint processes. This is usually because a concern has already been dealt with or there are more appropriate ways of managing the problem, for example when the matter:

is already being / has been investigated through our complaints process or by the Local Government and Social Care Ombudsman
would be more appropriately investigated through other complaints processes, such the council’s
Complaints about corporate issues | Gloucestershire County Council, Complaints about children and young people's services | Gloucestershire County Council or How to complain | Gloucestershire County Council
would be more appropriately managed through / is subject to processes such as employment, disciplinary or grievance procedures, criminal investigation and court proceedings

Where the council is not required to act on a complaint, we will explain why in writing and, where possible, suggest other steps that may be taken instead.

Verbal concerns raised with our staff and resolved to the complainant’s satisfaction by the end of the next working day are not managed as complaints.

Complaints about care and support arranged or provided on behalf of the council

Anyone dissatisfied with services arranged or commissioned by the council but provided by another organisation (such as a domiciliary care service or care home) should:

first make a complaint directly to the organisation concerned
then, if dissatisfied with the final outcome of the complaint, make a complaint to the council. In exceptional circumstances, the council may accept a complaint which has not first been raised with and investigated by the organisation concerned

People who have entered into a private agreement with a social care provider

Anyone who is self funding their care and support arrangements and has entered into an agreement independently of the council with a social care provider (such as a care home or a home-care agency) should:

first make a complaint directly to the organisation concerned
then if dissatisfied with the final outcome of the complaint, ask the Local Government and Social Care Ombudsman to review their complaint

Last reviewed: 24/06/2025

Previous What to do if concerned about the progress or final outcome of a complaint Next The Care Quality Commission (CQC) and complaints about regulated providers