Easy Read - Compliments, Concerns & Complaints Factsheet
A complaint is when you tell a person or organisation that you are unhappy about something. For example about a service or the way you have been treated.
When you are unhappy about your service, you can tell us. We will deal with your complaint in a certain way and within a certain time.
A complaint is:
- When you don’t like something about your support
- Or are not getting the support you asked for
- When you have talked to someone who has said something to you that you do not like
- You or a group of people can make a complaint
A complaint is not:
- To be used to try and change law or policy decisions
- You cannot complain about a service you are not receiving
- A complaint is not a review or appeal against a decision
- A complaint is not to be used to ask for services
Your information:
We will only share information about you with people who are dealing with your complaint unless we have to do so by law.
How to Complain: You can complain by:
Letter: Complaints, Pembrokeshire County Council, County Hall, Haverfordwest, Pembrokeshire, SA61 1TP
Phone: 01437 764551
Email: socialcarecomplaints@pembrokeshire.gov.uk / corporatecomplaints@pembrokeshire.gov.uk
Online: Concern / Complaints form
Stage 1: Informal Resolution
Corporate Complaints –
We will tell you we have received your complaint within 5 working days. We will send you a response to your complaint within 10 working days.
Social Services Complaints –
We will tell you we have received your complaint within 2 working days. We will send you a response to your complaint within 15 working days.
If you are not happy with our response, you can ask for a Stage 2 complaint.
Stage 2: Formal Investigation
Corporate Complaints –
We will tell you we have received your complaint within 5 working days. We will then send you a response to your complaint within 20 working days.
Social Care Complaints –
We will tell you we have received your complaint within 2 working days. We will then send you a response to your complaint within 25 working days.
What happens during a formal investigation?
The complaints officer will record what you are complaining about and what you would like to achieve.
The investigation will not start until you and the council both agree on what is to be investigated.
If you have a Corporate Complaint, someone within the Council will look at your complaint.
If you have a Social Care Complaint, someone who does not work for the Council will look into your complaint.
The person looking into your complaint will:
- Find out all the facts of the complaint.
- Interview all the people who are involved.
- Write a report for the Council.
The Council will read the report and write to you to tell you what decision has been made.
The Council will tell you if they agree with your complaint and what changes will be made.
If the Council do not agree with your complaint, they will tell you why.
What if I am still not happy?
The Public Services Ombudsman for Wales reviews complaints. If you are not happy with our response you can send your complaint to the Ombudsman.
Website: Ombudsman Wales (opens in a new tab)
Email: ask@ombudsman.wales
Address: Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
Phone: 0300 790 0203
Can I ask someone to help me with my complaint?
Some Adults & Children will be able to have an advocate, to help them make sure their voices are heard. If you would like help in finding an advocate please phone 01437 764551 and we will be happy to help.
You may want to raise a problem with us, we call these concerns
You can share this with us by:
Email: socialcarecomplaints@pembrokeshire.gov.uk / corporatecomplaints@pembrokeshire.gov.uk
Online: Concern / Complaints form
Phone: 01437 764551
Letter: Complaints, Pembrokeshire County Council, County Hall, Haverfordwest, Pembrokeshire, SA61 1TP
What if I’d like to thank someone?
If you are happy with something someone has done for you, you can let us know about this:
Email: compliments@pembrokeshire.gov.uk
Online: Compliment / Comment form
Phone: 01437 764551
Letter: Compliments, Pembrokeshire County Council, County Hall, Haverfordwest, Pembrokeshire, SA61 1TP