Complaints and Compliments - Social Care Services

Complaints about Adult Services

If you are unhappy about the social care services you are receiving, you have a right to complain.

We aim for high standards but sometimes things do go wrong. We will only be able to help you and try to put things right if you tell us you are unhappy.

Don’t be afraid to complain. We welcome your comments, both positive and negative, because they may help us to improve our services for everyone.

The complaints process has two stages. More information about the complaints process is available in the Complaints – How to be heard leaflet.

If you are not happy with how we dealt with your complaint, you have the right to complain to the Public Services Ombudsman for Wales

Remember it is your right to complain if you are not happy with the quality of the services you receive and it is our duty to look into your complaint and try to resolve it.

Let’s work together to get things right.

Complaints about Children's Services

Children or young people using children’s services have the right to have their say about decisions that affect their lives, especially when they feel things are wrong or they are unhappy about a service.

If you are a child or young person using children’s services, don’t keep things to yourself when you think something needs to change, stop or you want help in getting it sorted.

Tell someone you feel you can trust and they will help you.

NYAS (National Youth Advocacy Service) (opens in new tab) will help you to speak up so that your views are heard, your rights are met and your problems sorted out.

More information about your rights and how to complain is available in the Complaints Procedure for Children and Young People leaflet.

Getting help to raise your concern

If you need help to raise a concern, Llais – your voice in health and social care (opens in new tab) can help you do this. Llais is an independent body and its free Advocacy service can provide information, advice and support to members of the public who may wish to raise a concern.

Llais can support you to raise a concern and give advice on the most appropriate course of action.

Compliments

Have you had a good experience when dealing with social care services? Has a member of staff been particularly helpful to you?

If so, perhaps you would like to tell us about your good experiences.

Feedback in all forms is important to us and we would like to know that the services we provide are working well.