Complaints about third-party providers
Some public services are delivered on our behalf by a third-party provider, including, for example:
- Domiciliary care through a private agency
- Registered care homes
- Contracted agencies and multi-agency services
- Housing support services
- Voluntary sector health and care services
These bodies are expected to have their own complaints procedures and deliver good practice in complaints handling. Where a complaint is made about a service provided on our behalf it's our responsibility to ensure that complaint is progressed in the right way. Complaints are also part of the contracting procedure with third parties, and are monitored by us.
Complainants should give the service provider the opportunity to try and address their concerns at an initial stage before the complaint is made more formal. Complainants can complain directly to the council if they wish.
If your care is provided by an independent provider, for example a care agency or private residential home, but it's commissioned by our Adult Social Care Services team, your complaint can be handled as a provider complaint, in line with our Adult Social Care Complaints Procedure.
Similarly, if you wish to complain about children’s social care services delivered by a third party on our behalf, your complaint will be handled under the Children’s Services Complaints Procedure.