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Social Services

Introduction

We hope that the services we provide are of a quality and type you expect. If this is not so, let us know so that we can improve our service to you. If you want to make a complaint, this information will help you.

If you feel we have done well, you can write to Adults, Health and Social Care to tell us that too. Compliments provide us with valuable information about our level of service delivery and we regard them as an important developmental tool.

Talk it over first

The first thing we suggest you do is to discuss the complaint with a member of staff you usually work with. They may be able to resolve the complaint quickly and easily. If you have tried this and are unhappy with the outcome, please read on.

You can make a complaint

• If you feel the quality of service you receive is poor
• If you do not agree with a decision that affects you or someone you care for
• If you have not received a service that you feel you should have.

How to make your complaint

You will need to contact the Complaints and Compliments Unit. You can do this in a number of ways:

• Fill in the complaints form and post it to the freepost address

  Complaints and compliments [PDF file 21KB]|

• Or alternatively, send us your feedback online: Complaints and compliments form
• Phone, fax or e-mail your complaint to us at socialservices.complaints@calderdale.gov.uk
• Call into the office in person - the Complaints Unit is based at 1 Park Road, Halifax, HX1 2TU.
  Telephone: 01422 393882 / 393883
• Write a letter to us.

The process

• When a complaint has been received you will be sent an acknowledgment letter.  In some cases we may need further information, if this is the case we will make an appointment at a time that is convenient to you.

  When we have enough information to process your complaint, you will be informed in writing, the nature of the complaint, the desired outcomes, who will be responsible for investigating the complaint and the time allowed for completing the investigation.

  The investigation will be undertaken by either a senior manager employed by Calderdale Council or by an independent investigator.  On completion of the investigation you will receive a written response from the investigating officer accompanied by a "sign off" letter from either of the Complaints Manager or Head of Service.

  If you are still unhappy following receipt of the ‘sign off’ letter it is you right to take your complaint to the Local Government OmbudsmanIf you are unhappy with how the Complaints Procedure has responded to your complaint, you can contact:

  • The Councillor for your Ward.
    If you're not sure who your Councillor is see the Ward map
  • Your Member of Parliament
  • The Local Government Ombudsman - LGO Advice Team 0845 602 1983.

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