Social Care complaints are considered in line with the procedures set out by
Welsh Government. Please click her to read the Welsh Government Guide to complaint handling in Wales.
Social services complaints procedure | GOV.WALES The Council has a statutory duty to have a process in place for the resolution of social care complaints. Please click here for a copy of RCT’s policy.
You can complain to us about a service you receive from Adult or Children’s Service as part of a care and support plan or from a service provided on behalf of the Council. In the first instance it is always best to try and resolve matters directly with the agency providing your support however, we understand that some people may find this difficult and we can help you with this if this is the case.
Can I ask someone to help me with my complaint?
You have the right to ask a representative or an advocate (someone who will help you state your point of view) to help you with your complaint.
Llais Cymru is a service that can help you make a complaint about Social Care Services and/or health services. They can make a complaint on your behalf and work with either the Council or its partner agencies to find a resolution to the concerns you have about your care and support.
Llais can be contacted at:
If you are a young person receiving care and support you can access advocacy support from Tros Gynnol Plant at:
What if I’m unsure who to complain to?
We work closely with lots of other organisations. You can complain to us about problems with any of your social care services.
You may have a complaint about a service we have arranged for you with another care provider, such as a residential care home, a home care agency, or a day service. Each organisation will have its own complaints process and we will usually send your complaint to them and make sure they deal with it.
If you have already complained to the other organisation, and you are not happy with their reply, then we can assist with a resolution or investigate the complaint ourselves. If your complaint is about something we have provided jointly with another organisation, for example, a package of care from both health and social care staff, we will try to look at your complaint together and provide one response. If this is not possible we will let you know.
Before submitting your complaint please read the important information below.
We can only look at complaints that are raised within 12 months of the matter of concern coming to your attention unless there are exceptional circumstances. Depending on the nature of your concern your complaint may be dealt with under another process, for example, where someone may be at risk or where you are unhappy with the outcome of an assessment. Any decision to investigate your concern under an alternative process will be discussed with you.
We cannot look at your complaint where an investigation may jeopardise a police investigation or an investigation being undertaken by the Care Inspectorate Wales.
Also, we won’t look at a complaint where you indicate that you are taking legal action or where there are legal proceedings.
Looking after your personal information
If you make a complaint, we will respect your right to confidentiality. Although we will need to share the information you give us with others who might be dealing with your complaint, we will only do this if necessary. We will not pass on any information unless we have to do so by law, and will only pass on as much as is necessary.
What can I do if I’m still not happy?
If you’re still not happy with the outcome of your complaint, you may contact the Public Services Ombudsman for Wales.
Could I complain to anyone else if I am still not satisfied
The Care Inspectorate Wales regulates all care services in Wales. You can complain directly to them about social care received from care homes and home care agencies, as well as services run by the Council.
You can complain to the Public Services Ombudsman about any aspect of public services. However, the Ombudsman prefers people to use the Council’s complaint process first.
Social Care Wales regulates professional social care workers and has the power to look into allegations of misconduct. The Commissioners for Children and Older People can also investigate complaints.
To contact our complaints officer(s):
The Customer Feedback Engagement and Complaints Team