If you are not happy with the manager’s response to your complaint, please come back to either the manager or the complaints manager straight away and we can discuss why you are still unhappy and what we can do to put things right.
This may be a meeting to talk over your concerns to try and sort things out or if we cannot do any more we may ask an independent person that doesn’t work for social care to investigate the matter further.
If this happens, the investigator will first meet you to discuss your concerns and then also speak to the staff. The investigator will then write a report about what they found in their investigation and may advise us what they think we can do to put things right if they are wrong. We do not have to do what the investigator says but we would take their advice very seriously.
If you are not satisfied with the independent person’s investigation, it may be possible to arrange for a review panel to look at the investigator’s work. The complaints manager will discuss this in more detail with you if this should happen.