Adult Social Care invoices
Invoices have now been issued following a short delay, and associated direct debit collection dates will be adjusted accordingly. There is no need to contact us at this time.
Dissatisfaction/Complaints
In this section
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1Introduction
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2Purpose
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3Scope
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4Legislation
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5Associated policies
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6Definitions
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7Care Act duty to involve people in decisions that affect them
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8What substantial difficulty means
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9Care Act Advocacy for Adult Social Care processes including complaints
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10Care Act Advocacy for safeguarding processes
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11Who is appropriate to act as an informal representative
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12When an Independent Care Act Advocate will be arranged even though there is an appropriate informal representative
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13Changes to representation
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14Out of County Care Act advocacy arrangements
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15The Independent Care Act Advocate’s role
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16Independent Care Act Advocates’ rights to access health and social care records
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17The Council and Independent Care Act Advocates – working together
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18Care home closures/provider failure
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19Decisions that require an Independent Mental Capacity Advocate (IMCA)
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20Independent Mental Health Advocates (IMHA)
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21Commissioning requirements for Independent advocacy
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22Dissatisfaction/Complaints
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23Implementation
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24Monitoring and review
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25Appendix– Definitions
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26Policy details
22.1 The council requires independent advocacy services that it commissions to have a complaints process. Anyone who is dissatisfied with the services of an independent advocate should first raise their concern with the relevant advocacy service provider.
22.2 Where the complainant has exhausted all stages of the advocacy service provider’s complaints process and is not satisfied with the outcome of the complaint, the complainant may make a complaint to the council.
22.3. Any person who is dissatisfied with council services, a County council decision and/or feels that they have been treated unjustly has the right to make a complaint to Complaints about corporate issues | Gloucestershire County Council and subsequently to the Local Government Ombudsman.
22.4 Any person who wishes to make a complaint to the council will be provided with information about how to do so.
Policy published : 1996
Policy reviewed : 2023
Last reviewed: