Complaints before April 2009

Complaints made before April 2009 were handled in a different way to ones made after that date. Please do not hesitate to contact our Customer Care Team if you are unsure, need any information or advice, or are dissatisfied in any way.

These are the three stages to the complaints procedures prior to April 2009.

Stage 1 Informal

Staff and managers involved in providing the service that you are unhappy with are responsible for resolving your complaint. The Customer Care Team may be able to help with this stage.

Stage 2 Formal

If you are unhappy about the response you received at Stage 1 then you can request that your complaint is considered under Stage 2 of the process. This means that an investigation by someone who has no involvement with the Service you are complaining about will be undertaken within 28 days. You will receive a response telling you what action will be taken as a result of the investigation. If there are any delays in this process then the Customer Care Team will keep you informed.

Stage 3 Review Panel

If you are not satisfied with the response you received at Stage 2 then you will be advised about the next stage. You can ask the Customer Care Team to refer your concerns about the investigation process and/or the response that you received from Social Services to a Review Panel. The Customer Care Team will write to you with details of this process.

The Ombudsman

If you remain dissatisfied following the internal complaints process, you may contact the Ombudsman, based at Beverley House, 17 Shipton Road, York YO3 6FZ. Phone: 01904 663200.

Useful Contacts

Swindon Borough Council - Comments & Complaints (ASC)
Address: Wat Tyler West 3, Beckhampton Street, Swindon SN1 2JH
Phone: 01793 463302
Email: childrensfamilies&communityhealthcomplaints@swindon.gov.uk

 If you are still unsure or you need further information or advice please do not hesitate to get in touch with Customer Care using the contact details above.