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Concerns and complaints

In this section

  1. 1
    Introduction
  2. 2
    Supporting choice and involvement
  3. 3
    Applying for direct payments
  4. 4
    Declining an application
  5. 5
    When a direct payment is agreed
  6. 6
    Getting help to manage direct payments
  7. 7
    Conditions that apply to the use of direct payments
  8. 8
    Using direct payments to employ staff
  9. 9
    Council duty to protect public funds
  1. 10
    Monitoring and reviewing direct payments
  2. 11
    Discontinuing direct payments / requiring repayment
  3. 12
    Concerns and complaints
  4. 13
    Implementing, monitoring and reviewing policy
  5. 14
    Appendix 1 - Definition of terms in this policy
  6. 15
    Appendix 2 - People excluded from having direct payments
  7. 16
    Appendix 3 - legal context
  8. 17
    Policy Details

12.1    As a first step, the council encourages anyone who is dissatisfied with Adult Social Care services or with an Adult Social Care decision to:

  • discuss their concerns with the staff member they are dealing with or
  • ask to speak to the staff member’s manager instead 

The council will try to resolve concerns quickly or explain why this is not possible. 

12.2    If the concern is not resolved, or if preferred, people may use the Complaints about corporate issues | Gloucestershire County Council to make a complaint. We will provide information about how to use the complaints procedure.  

Policy published : April 2011        

Policy reviewed : August 2021

Last reviewed:
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