Are all complaints handled the same way?
Nearly all. There are, however, separate arrangements for dealing with social care, schools, parking and vehicle fines, planning applications, and housing/council tax benefits. If you are unhappy with a decision about these services the letter notifying you of the decision should explain how to complain.Please note: Some services have statutory external timeframes for complaints resolution that they work to (e.g. Children Act 1989, NHS Community Care Act 1989). These timeframes are usually longer than our own corporate standards. These services:
- will still work to our corporate standards where acknowledging receipt of the complaint is concerned
- and if unable to meet corporate standards where complaints resolution is concerned, will focus on the despatch of regular holding replies instead
Children and families and adults' social care
Complaints about adults and children and families services are covered by a separate policy.
For concerns about children and families services:
To find out more, view the children's services complaints policy and procedure or contact the customer care unit.
Customer Care Unit, Ealing Council, 14-16 Uxbridge Road, Ealing W5 2HL
Tel: (020) 8825 8100
Complaints about councillors are also covered separately through the councils Standards Committee.