Social Work Model Complaints Handling Procedure

Published by: Fife Council    Date: 30 Jun 2017

Download Social Work Model Complaints Handling Procedure Adobe Acrobat PDF

Our complaints handling procedure reflects Health & Social Care and Education & Children's Social Work Services commitment to valuing complaints. It seeks to resolve customer dissatisfaction as close as possible to the point of service delivery and to conduct thorough, impartial and fair investigations of customer complaints so that, where appropriate, we can make evidence-based decisions on the facts of the case. The procedure has been developed by social work experts and third sector organisations working closely with the Scottish Public Services Ombudsman (SPSO). This procedure has been developed specifically for our social work services, so that staff have all the information they need to handle social work complaints effectively. The procedural elements tie in very closely with those of the Local Authority and National Health Service complaints handling procedures, so where complaints cut across services, they can still be handled in much the same way as other complaints.

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