Complaints
Complaints Factsheet
Looking after your personal data
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 or 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. If you are approaching us to request a service, e.g. reporting a faulty streetlight or requesting an appointment, this policy doesn't apply. If you make a request for a service and then are not happy with our response, you will be able to make your concern as we describe below.
A complaint is not:
- A request for service;
- A request for an appeal or review against a decision that has a prescribed appeal or review process;
- A means to seek change to legislation;
- A means to change a Policy decision;
- A means for lobbying group or organisation to seek to promote their cause;
- A complaint raised by a person who is not receiving a service or acting on behalf of someone who is not receiving a service; or
- Applicable when mediation or another dispute resolution solution is appropriate/utilised
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 them within 6 months (12 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 exceptional circumstances, we may look at complaints which are brought to our attention later than this.
A complaint can be made in writing; Complaints Department, Pembrokeshire County Council, County Hall, Haverfordwest, SA61 1TP, orally; 01437 764551, online; Concern / Complaints Form or via email; corporatecomplaints@pembrokeshire.gov.uk / socialcarecomplaints@pembrokeshire.gov.uk
There are two stages to the complaints process:
Stage 1: Informal Resolution
For Corporate Complaints your complaint will be acknowledged within 5 working days. A response will be issued to you within 10 working days of receipt of the complaint.
For Social Care Complaints your complaint will be acknowledged within 2 working days. A response will be issued to you within 15 working days of reciept of the complaint.
Most complaints 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 Investigation
For Corporate Complaints your complaint will be acknowledged within 5 working days. Following this you should expect to receive a response within 20 working days.
For Social Care Complaints, your complaint will be acknowledged within 2 working days. We aim to provide a response within 25 working days.
An investigator will be appointed to look into your complaint; we will inform you of who this is. The investigator will then write to you to confirm the scope and desired outcomes of your complaint. Please note, the investigation will not start until both you the complainant, and the Investigator/Council both agree on the scope of the complaint.
Once the Investigation is concluded, a formal report is submitted to the Complaints Team to record and this report is shared with the relevant Corporate Manager/Head of Service or Director for their consideration. The Corporate Manager/Head of Service or Director will then formally respond to you by letter, including a copy of the report confirming the outcome of the complaint and any actions or agreed recommendations.
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. The Ombudsman's contact details are:
Phone: 0300 790 0203
Email: ask@ombudsman.wales
Website: www.ombudsman.wales
Address: Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
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:
Online form: Compliment / Comment Form
Phoning: 01437 764551
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 (opens in a new tab)
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 (opens in a new tab)
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 (opens in a new tab)
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 (opens in a new tab)
Other advice and help available to customers
The following organisations 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 (opens in a new tab)
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 (opens in a new tab)
Young Carers
Action for Children
Address: Penfynnon, Hawthorn Rise, Haverfordwest, SA61 2AX
Phone: 01437 761330
Website: AFC West Wales (opens in a new tab)
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 (opens in a new tab)
Independent Professional Advocacy
3CIPA (Three County Independent Professional Advocacy)
Phone: 0800 206 1387
Email: info@cipawales.org.uk
Website: CIPA Wales (opens in a new tab)
Health & Social Services Complaints Advocacy
Llais Cymru
Address: Llais Milford Haven, Suite 18 Cedar Court, Havens Head Business Park, Milford Haven, SA73 3LS
Phone: 01646 697610
Email: westwalesenquiries@llaiscymru.org
Website: Llais Cymru (opens in a new tab)