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Dissatisfaction and complaints

In this section

  1. 1
    Introduction
  2. 2
    Transition to Care Act requirements
  3. 3
    Definitions
  4. 4
    Information and advice about deferred payment agreements
  5. 5
    Mental capacity
  6. 6
    Eligibility criteria
  7. 7
    Adequate security
  8. 8
    Unregistered property
  9. 9
    Requirements for valuation of the secured property
  10. 10
    Maintenance, insurance and use of secured property
  11. 11
    Amount that can be deferred
  12. 12
    Equity limit
  13. 13
    Applications for a deferred payment agreement
  14. 14
    Refusing a request for a deferred payment agreement
  15. 15
    Financial assessment
  1. 16
    The deferred payment agreement
  2. 17
    Registering the charge over the secured property
  3. 18
    Payment of care costs
  4. 19
    When deferral of further care costs must or may cease
  5. 20
    Charging interest on deferred amounts
  6. 21
    Administrative fees and charges
  7. 22
    Provision of regular financial statements
  8. 23
    Terminating a deferred payment agreement
  9. 24
    Debt recovery
  10. 25
    Dissatisfaction and complaints
  11. 26
    Review
  12. 27
    APPENDIX 1 - Deferred Payment Agreement (Traditional)
  13. 28
    APPENDIX 2 - Deferred Payment Agreement (Loan style)
  14. 29
    Policy details

25.1    Where a deferred payment agreement has been refused by the council, the applicant or their representative has the right to ask for the decision to be reviewed.  

25.2    The appeal review will be considered in a panel with appropriate local government senior officers. 

25.3    If a person is still not satisfied with the panel decision, or any person who is dissatisfied with council services, a council decision or feels that they have been treated unjustly has the right to make a complaint to the council and subsequently to the Local Government and Social Care Ombudsman and will be provided with information about how to do so.   

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