Complaints

Complaints Factsheet

Making a complaint

What is a complaint?

Looking after your personal data

Complaints process

I am unsure as to who I need to direct my Corporate complaint to?

I am unsure as to who I need to direct my Social Care complaint to?

Where do I go if I am not satisfied with the Council’s response to my complaint?

What if I have a Compliment or Comment?

Social Care complaints: Could I complain to anyone else?

Other advice and help available to customers

Making a Complaint

Any member of the public, including a child, who either received, or was entitled to receive a service from the Council, may make a complaint. This also applies if the person has suffered due to inappropriate action or lack of action by the Council.

You may also make a complaint on behalf of another person, if:

  • The person is unwell or has died
  • The person is a child
  • The person lacks capacity (as defined by the Mental Capacity Act 2005)
  • The person has asked to act on their behalf

We always aim for high standards but sometimes things do go wrong. If you are unhappy with the service, you have received then please tell us. We can then use this feedback to improve our services. This factsheet explains how the Council will work with our customers to resolve complaints. Guidance from the Welsh Government tells us how we must do this

What is a complaint?

An expression of dissatisfaction or concern:

  • Written, spoken, or made by any other communication method;
  • Made by one of more members of the public (someone or a group in receipt of or denied a service to which they are entitled by the service provider);
  • About a public service provider’s action or lack of action or the standard of service provided;
  • Something, which requires a response

A complaint is not:

  • An initial request for service
  • A formal review or appeal against a decision or determination
  • A means to seek change to legislation or a ‘properly made’ policy decision
  • A means for lobbying groups / organisations to seek to promote a cause
  • A complaint made by an organisation or individual 

Looking after your Personal Data

The person looking at your complaint will usually need to see the files we hold relevant to your complaint. If you do not want this to happen, it is important that you tell us. We will not pass on any information unless we have to do so by law, and will only pass on as much as is necessary. Compliments, Concerns and Complaints Privacy Notice

Complaints process

Normally, we will only be able to look at your concerns if you tell us about then within six months (twelve months for Social Care complaints). This is because it is better to look into your concerns while the issues are still fresh in everyone’s mind. In any event, we will not consider any concerns about matters that took place more than three years ago.

A complaint can be made in writing, orally, by using our online Concerns/Complaints Form or via email corporatecomplaints@pembrokeshire.gov.uk / socialcarecomplaints@pembrokeshire.gov.uk

There are two stages to the complaints process:

Stage 1 - Informal

Corporate complaints will be acknowledged within 5 working days. Following this, you should expect to receive a response within 10 working days. For Social Care complaints acknowledgement is within 2 working days, in an attempt to resolve matters, we will offer to discuss your complaint with you (either face to face or telephone) this discussion will take place within 10 working days of the acknowledgement. Following the discussion, we will write to you within 5 working days with a response. Most complaint can be quickly resolved at this stage. However, if you are not satisfied with our response, you can ask for it to be progressed to Stage 2

Stage 2 - Formal

Corporate complaints will be acknowledged within 5 working days. You should then expect to receive a response within 20 working days.

For Social Care complaints, your complaint will be acknowledged within 2 working days. You should then expect to receive a response to your complaint within 25 working days.

The designated Complaints Contact Officer will compile a formal written record of your complaint and the outcome that you would like to achieve. An investigator will then be appointed to look into your complaint; we will inform you of who this is.

Note: The investigation will not start until both you the complainant, and the Investigator/Council both agree on the scope of the complaint.

The Council will then provide you with a written response to your Complaint. This response will include the following:

  • Outcome of the investigation
  • Any further action we intend to take to put things right
  • Any service improvement we will be implementing

I am unsure as to who I need to direct my Corporate complaint to?

You may have a complaint about a service we have arranged for you with another provider, such as a contractor. Each organisation will have its own complaints process and we will be happy to help you make a complaint about any of these services.

I am unsure as to who I need to direct my Social Care complaint to?

You may have a complaint about a service we have arranged for you with another provider, such as a residential care home, a home care agency, or a day service. Each organisation will have its own complaints process and we will be happy to help you make a complaint about any of these services.

If your complaint is about something we have provided jointly with another organisation, e.g. a package of care from both health and social care staff, we will look at your complaint together and usually send you one response

Where do I go if I am not satisfied with the Council’s response to my complaint?

The Ombudsman normally expects you to bring your concerns to our attention first and to give us the chance to put things right. If you are dissatisfied with The Council’s response to your complaint, you can ask the Public Services Ombudsman for Wales to look into it.

Contact details can be found below:

Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
Phone: 0300 790 0203
Email: ask@ombudsman.wales
Website: Ombudsman Wales

What if I have a Compliment or Comment?

If you are pleased about something you feel we have done well or there is a service you are happy with, or you have a suggestion on how the Council could improve. Please inform us via any of the following routes:

Using the online form: Compliment / Comment form

Emailing: compliments@pembrokeshire.gov.uk

Writing to: Compliments & Comments, Pembrokeshire County Council, County Hall, Haverfordwest, Pembrokeshire, SA61 1TP

Social Care complaints: Could I complain to anyone else?

Care Inspectorate Wales

Regulates all care services in Wales. You can complain directly to them about social care received from care homes and home care agencies, as well as services run by the Council.

Address: Care Inspectorate Wales, Welsh Government Office, Sarn Mynach, Llandudno Junction, LL31 9RZ

Tel: 0300 790 126    Fax: 0872 437 7301

Email: CIW@gov.wales              

Website: Care Inspectorate Wales 

Social Care Wales

Regulates professional social care workers and has the power to look into allegations of misconduct.

Address: Social Care Wales, South Gate House, Wood Street, Cardiff, CF10 1EW

Email: info@socialcare.wales     

Website: Social Care Wales 

The Children’s Commissioner for Wales

Can support and advise children and young people on their rights.

Address: Children’s Commissioner for Wales, Llewellyn House, Harbourside Business Park, Harbourside Road, Port Talbot, SA13 1SB

Tel: 01792 765600   Freephone: 0808 801 100

Email: post@childcomwales.org.uk

Website: Child Com Wales 

The Older People’s Commissioner for Wales

Protects and promotes the rights of older people throughout Wales. They provide help and support directly to older people and work to empower older people and ensures their voices are heard and acted upon.

Address: Older People’s Commissioner for Wales, Cambrian Buildings, Mount Stuart Square, Butetown, Cardiff, CF10 5FL

Tel: 03442 640670 or 02920 445030

Email: ask@olderpeoplewales.com

Website: Older People Wales  

Other advice and help available to customers

The following organisation may be able to assist you when making a complaint.

If you are still unsure as to what Advocate you need, or the one you need is not listed below please let us know and we will be happy to help find the right one for you.

Advocacy for Children & Young People

TGP Cymru

Address: Min-y-Mor Bungalow, Wellington Gardens, Abaeraeron, Ceredigion, SA46 0BQ

Phone: 0808 168 2599     

Email: midandwestwales@tgpcymru.org.uk

Website: TGP Cymru 

Adults with Learning Disabilities

Pembrokeshire People First (PPF)

Address: Portcullis House, Old Hakin Road, Haverfordwest, SA61 1XE

Phone: 01437 762524      

Email: advocate@pembrokeshirepeople1st.org.uk

Website: Pembrokeshire People 1st 

Young Carers

Action for Children

Address: Penfynnon, Hawthorn Rise, Haverfordwest, SA61 2AX

Phone: 01437 761330      

Website: AFC West Wales 

General Advice

Pembrokeshire Citizens Advice Bureau

Address: 36-38 High Street, Haverfordwest, SA61 2DA or, 38 Meyrick Street, Pembroke Dock, SA72 6UT

Phone: Haverfordwest 01437 767936 / Pembroke Dock 01646 623104

Website: Pembs CAB 

Independent Professional Advocacy

3CIPA (Three County Independent Professional Advocacy)

Phone: 0800 206 1387     

Email: info@cipawales.org.uk

Website: CIPA Wales 

ID: 9269, revised 03/11/2022
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