Social Care News

New streamlined social services complaints system comes into force in Wales

A new system that streamlines the way people can make complaints about social services in Wales comes into force today (August 1). The system replaces the current one which has been in place since 2005.

According to Gwenda Thomas, social services minister, it will offer, "a more straightforward and citizen-centred approach that is consistent with other public services".

The new two-stage process includes an informal stage during which all those who raise a complaint are offered a discussion to resolve the matter, while still offering people recourse to the Public Services Ombudsman for Wales.

The new system brings the social services complaints and representations process in line with the Model Concerns and Complaints Policy and Guidance which has been adopted across public services in Wales and make the social services complaints process consistent with the NHS complaints process.  

Local authorities will be required to ensure that the new two stage process is accessible and flexible and operates in a timely manner in line with the Regulations and Guidance brought into force today.

Service users have the right to choose to use the Welsh language to proceed through the complaints process.  

The Welsh Government has produced guidance for local authorities and provided practitioner workshops in north and south Wales to support implementation.

Read more on this story:

Modernised and streamlined system for Social Services complaints introduced in Wales