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Midlothian Council is committed to providing good quality Social Work Services. It is important that people who use our services are satisfied with them. If you have a complaint, we will do our best to put things right, if you have a suggestion we want to hear it. If you would like to make a suggestion, compliment or complaint about social work services you can do so by doing one of the following: - Speak to the member of staff who is working with you
- Ask to speak to their manager
- In writing to Client Relations Officer Fairfield House, 8 Lothian Road, Dalkeith EH22 3ZH. You may choose someone to help you with this.
- Email the Client Relations Officer to give your comments on services at joan.griffiths@midlothian.gov.uk
If any of the above are difficult or the matter is urgent you can telephone Client Relations Officer on 0131 271 3645. How we will deal with your complaint - We will let you know that we have received your suggestion or complaint
- You will be told how we will try and resolve your complaint
- You may be interviewed
- Any staff involved may also be interviewed
- You should expect to receive a response to your complaint within 28days
- You will not be discriminated against as a result of making a complaint.
Useful Links: The Care Commission If you are receiving or living in a service which is registered with the Care Commission you can make a complaint directly to them by telephone on 0131 653 4100 or in writing to: The Care Commission, Stuart House, Eskmills, Musselburgh, EH21 7PT. Care Commission Website: http://www.carecommission.com/ Ombudsman If you are still unhappy about the outcome of your complaint, you have the right to have the matter considered by the Scottish Public Service Ombudsman who can be contacted at 4 Melville Street, Edinburgh EH3 7NS, Telephone 0870 3777 330 Fax 0870 3777 331 or by email: email@spso.org.uk Ombudsman Website: http://www.spso.org.uk/ You usually need to do this within 12 months of first experiencing the problem about which you are complaining. You may want someone to support you in making your complaint. This can be a friend or member of your family or someone from one of the Advocacy organisations listed below. EARS Midlothian Website: http://www.ears-advocacy.org.uk Vocal Carers Advocacy Website: http://www.vocal.org.uk Who Care's Scotland? Website: http://www.whocaresscotland.org People First Website: http://www.peoplefirstscotland.org/ CAPS Website: http://www.capsadvocacy.org/index.php
Joan Griffiths
0131 271 3645
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