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Concerns and complaints

In this section

  1. 1
    Introduction
  2. 2
    About this policy
  3. 3
    Who this policy applies to
  4. 4
    Legal context
  5. 5
    Respecting the rights of people using GSL services
  6. 6
    Referral
  7. 7
    Matching people with appropriate carers
  8. 8
    Making an arrangement
  9. 9
    Emergency arrangements
  10. 10
    Supporting and monitoring the quality of arrangements
  11. 11
    Risk management in arrangements
  12. 12
    Missing person (Herbert protocol)
  13. 13
    End of life care
  14. 14
    Moving between GSL arrangements
  15. 15
    Notice periods for ending a GSL arrangement
  16. 16
    Charges
  1. 17
    Out of County arrangements
  2. 18
    Carer assessment
  3. 19
    Approval and the GSL Approved Panel
  4. 20
    Agreements
  5. 21
    Training and support for approved carers
  6. 22
    Monitoring approval status
  7. 23
    Withdrawal of approval status
  8. 24
    Funding
  9. 25
    Emergency preparedness
  10. 26
    Implementation
  11. 27
    Quality Assurance
  12. 28
    Concerns and complaints
  13. 29
    Review
  14. 30
    Appendix 1 - Definitions
  15. 31
    Policy details

General policy provisions

28.1    In the first instance, people using GSL services and GSL carers should raise concerns with:

  • their GSL officer/another member of the GSL team, or

  • the GSL Registered Manager if the concern is about a GSL officer

28.2    If the person / carer is not satisfied with the response, they can then: 

28.3    If this does not resolve the concern, people/carers can make a complaint through the Complaints about corporate issues | Gloucestershire County Council. Where the complaints procedure has been exhausted and the person/carer is not satisfied with the response, they have the right to ask the Local Government and Social Care Ombudsman to review their complaint.

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