Read the full complaints and representations policy.
Legislative requirements are defined in the National Health Service and Community Care Act 1990, which introduced directions under the Local Authority Social Services Act 1970. These acts require social service to establish formal complaints procedures to consider 'any representation, including a complaint to the local authority in relation to the discharge of, or any failure to discharge, any of their social services functions' in respect of a 'qualifying individual'.
On 1 April 2009 the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 was introduced, building on a culture of listening, responding and learning from complaints in order to improve services and put individuals at the heart of the process.
Read about making comments, compliments and complaints.
Page last updated: 08 January 2019