Complaints Procedures
Our Customer Complaints Procedure has the following goals:
- To deal with complaints fairly, efficiently and effectively
- To ensure that all complaints are handled in a consistent manner throughout
- To increase customer satisfaction
- To use complaints constructively in the planning and improvement of all services
Who can Complain?
Anyone who:
- Is being assessed by or receiving a service through the Education and Social Care Department whether at home, attending day care, receiving respite care, or living in a residential establishment
- Is caring for someone who has a complaint
- Has been refused a service which they think they may need.
Forms are available from:
Education and Social Care Department, 92 St Olaf Street, Lerwick, ZE1 0ES or Tel: 01595 744400
How to Complain
The Education and Social Care Department would like to sort out any complaint as soon as possible.
Many complaints can be sorted out informally. In the first instance contact the Education and Social Care Department and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down your complaint and send it to:
Chief Social Work Officer
Education and Social Care Department
92 St Olaf Street
Lerwick
Shetland
ZE1 0ES
Tel: 01595 744400 or
Fax: 01595 744436
If you wish, a social worker can assist you in making your complaint. You can also ask a friend, relative or advocate to help.
To find out what happens next click here or on the link.