This chapter provides information about the process which will be followed if adults or carers who wish to make a complaint about their experience of the safeguarding process, or appeal a decision that was made during the process.
RELEVANT CHAPTER
1. Introduction
Being involved in a safeguarding process can be a difficult experience for any adult and the people who care for them.
Practitioners should make every effort to ensure that adults and their carers are fully consulted and involved in the safeguarding process, kept informed of the progress of any enquiries and investigation and are at the centre of work to ensure their safety and wellbeing (see Making Safeguarding Personal).
However, there will be occasions when an adult or their carer wish to make a complaint about their experience or the outcome of the safeguarding process.
Where the adult or carer wishes to make a complaint about the actions of decisions of an individual organisation, they should be directed to the organisation’s own complaints procedure.
If a professionals has concerns about an aspect of the process, the process for resolving professional disagreements should be followed (see Escalation and Resolution Protocol).
At any stage of the complaints process, the adult or carer may bring an advocate or friend to support them. An independent advocate can also make a complaint on behalf of an adult (see Independent Advocacy chapter). Some adults or carers may require interpreting or communication services to be fully involved in the process (see Interpreting, Signing and Communication Needs).
2. Early Resolution
The adult or their carer should, in the first instance, be advised to speak to a practitioner involved in the safeguarding process about their concerns. This may be a social worker or health professional.
3. Grounds for Complaint or Appeal
An adult (or their advocate) or a carer can make a complaint if they are unhappy with the manner in which they feel they have been treated during the safeguarding process.
They also have grounds for an appeal if they are not satisfied with decisions made during the safeguarding assessment, the case conference, or in relation to the safeguarding plan.
If someone is open to safeguarding processes and a complaint is received in relation to the allegations being investigated through that process, then the safeguarding concerns would be investigated before the complaint process is initiated if related to Buckinghamshire Council. If the complaint raises different concerns to those being addressed by the safeguarding process, or is in relation to how the safeguarding process is being handled, then it may be accepted.
If the complaint relates to another organisation they will have their own internal process and these should be followed.
For complaints regarding Buckinghamshire Council services e.g. safeguarding see the Council website (opens in a new window).
