Give us your feedback or make a complaint
We will not be able to deal with Freedom of Information requests and complaints that we receive between 25 December and 2 January until Monday 6 January 2020. If you need an urgent response to your enquiry, please phone us on 0300 123 2224 and an advisor will be able to help you.
Whether we’ve got something right, or could have done something better, we would like to hear what you think of our services.
You can use the links below to give us your feedback.
Make a complaint
Make a comment
Make a compliment
For feedback about Children’s Social Care, please use the following links.
Complaint about Children’s Social Care
Comment about Children’s Social Care
Compliment Children’s Social Care
Are you in care or leaving care?
Why not use your Mind of my Own app to tell us what you think about our services? Complaints and comments received through Mind of my Own will be managed in accordance with the complaints procedure detailed here.
We do not manage school complaints. Schools are managed by the headteacher and governors, and any questions, problems or complaints must be raised with the school in the first instance. If this does not resolve the issue you should follow the school’s complaints procedure – which you will be able to find on the school’s website, or you can contact the school directly.
With complaints it is far easier to find out what happened and put things right if you tell us straight away. As time passes it becomes more difficult to investigate events fairly and fully – people’s memories fade, staff who were involved leave the Council, or records may no longer be available. For these reasons, we will normally only accept complaints made within twelve months of the incident or circumstances that led to the complaint.
If your complaint is older that twelve months, please contact us so that we can tell you about other ways that might still be available to solve your problem.
What the Council considers to be a complaint
A complaint can be many things, and some possible situations are listed below. For example, you could be dissatisfied about
We do not mean
How we will deal with your complaint
When we receive your complaint, it will be sent to the service team you are complaining about for them to investigate and respond to you. They understand the issues involved and are best placed to put things right as quickly as possible. We aim to reply to your complaint with a full response within 10 working days. If, for any reason, it is likely to take longer we will let you know.
If, however, you feel there are reasons why you cannot resolve your complaint direct with the service team, please contact us and we will discuss this with you and agree how to proceed.
You may feel you need independent support or help to make your complaint. There is a range of advocacy support available in Somerset, and we will be able to signpost you to organisations that may be able to help you.
What happens if you are not happy with the response from the service team?
You can contact us if you wish to take the matter further. We will talk to you about your reasons, and will discuss and agree the best way to take your complaint forward. In some cases, mediation or dispute resolution are the most effective ways to resolve complaints. In other cases it may be that a formal independent investigation is the best option. Whichever route is agreed, we aim to provide a full response within 20 working days. We will keep you updated on progress and will let you know if for any reason it is likely to take longer.
If you are still unhappy with our decision, you can contact the Local Government and Social Care Ombudsman at any time to ask if they would conduct an independent investigation. They will not normally investigate your complaint until the Council has had the opportunity to fully investigate it.
You can contact them on their website and fill in an online complaint form, or you can phone them on 0300 061 0614 – Monday to Friday, 10am to 4pm.
It is also important for us to know about things that are going well or how the service can be improved, and to be able to give staff positive feedback.
When we receive your compliment, we will write to thank you and will pass your thanks on to all the people concerned.
Your comments will be passed to the service, and we will use these to help us improve.
For more information about petitions, and what you need to do if you want to create and submit a petition, please see our Petitions page.
Tell us what you think about our services
Formal complaint investigations information sheet
Children’s Social Care Complaint Information Sheet
Annual Customer Feedback Report April 2018 to March 2019
Annual Customer Feedback Report 2017-18
Annual Customer Feedback Report Summary 2016-17
Annual Customer Feedback Report April 2014 to March 2015
Annual Customer Feedback Report April 2013 to March 2014
Children’s Social Care Customer Feedback Report 2015-2016
ASC Annual Customer Feedback Report 2016-17
CSC Annual Customer Feedback Report 2016-17
Customer Service Charter
Managing Unreasonable Customer Behaviour Policy
Customer Feedback Handling Guidance
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