Social Care Complaints: How do I complain?
If you have a complaint about a service that you have received or believe you should receive, you can express your concern or complaint in any of the following ways:
Emailing us: Socialcarecomplaints@pembrokeshire.gov.uk
Completing an online form: Concern / Complaints form
Ask for a copy of our form from an officer you are already in contact with: Tell the officer that you would like us to deal with your concern formally
In writing to: Social Care Complaints, Pembrokeshire County Council, County Hall, Haverfordwest, Pembrokeshire, SA61 1TP
By telephone to our Contact Centre: 01437 764551
Stage 1: Informal Resolution
- Discuss your concerns with the member of staff dealing with your matter or with their immediate supervisor and identify where you feel the service delivery has not been up to standard and what outcome you would wish. You can do this in person, by telephone, in writing, by email or on-line.
- If you are not sure who to contact please call our Contact Centre staff on (01437) 764551 who will be happy to help you.
- Your concerns will be considered within 15 working days.
Most problems can be quickly sorted out in this informal way.
Stage 2: Formal Resolution
If you are dissatisfied with the outcome of the Informal Stage, please contact the Complaints Team using the details listed above. Providing details of why the response has not resolved your complaint and what action you would require as a resolution for their consideration.
- The Complaints Team will acknowledge your complaint within 2 working days.
- The Complaints Team will appoint an independent investigator, external to the council, to look into your complaint. In all complaints relating to Children’s Services, an Independent Person is appointed to support the lead independent investigator. Once an investigator has been appointed and the scope of the complaint has been agreed, you will usually be informed of the outcome within 25 working days.
- If we are unable to reply within 25 working days, we will write and tell you why and let you know when you can expect a full reply.
We hope our complaints procedure will help resolve any problems you may have with the way our services are provided.
What can I do if I want to complain further?
Our experience is that the majority of complaints can be resolved internally through our own complaints procedure. However, you are within your rights to approach the Public Service Ombudsman for Wales (the Ombudsman) at any stage during the process.
The Ombudsman is an independent organisation appointed by the Welsh Government to look into complaints of maladministration (bad practice) against public services. They will usually want to know if your complaint has been considered under the Council's Complaints Policy first, before starting an investigation, so please try our complaints procedure first.
The Ombudsman’s contact details are:
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
Telephone: 0300 790 0203
Please be aware that if you wish to approach the Ombudsman with a complaint, you should do so promptly. The Ombudsman will determine on a case by case basis whether to consider a complaint, but generally the Ombudsman is able to consider complaints made to her within one year of the matters complained about (or within one year of the complainant becoming aware of them).