Please be aware that we may not be able to investigate and respond to complaints in the usual timeframe due to the ongoing efforts responding to the pandemic, including the roll out of the vaccination programme.

Whilst the Local Authority Social Services and NHS Complaints Regulations 2009 have not been repealed or amended, we are not always able to respond to complaints as quickly as usual and ask there is an understanding of a delay across complaints handling.

From the first wave we were still able to investigate and respond to complaints and indeed chose to do so.

We are also mindful of avoiding backlogs of complaints where possible.

We will not, however, follow up with complainants for six weeks (rather than after ten days when we would normally follow up) and will do so at that point so that we can continue to manage the expectation of the complainant.

All complainants will receive an acknowledgement letter advising them that there may be delays to the process, explaining that our own complaints teams are, in many instances, being diverted to support the response to the pandemic so will not be able to have the regular dialogue with a complainant both they and we would wish for during the investigation stage.


Read our Complaints policy and our Complaints Procedure.



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