Complaints and Representations policy

Read the full Complaints and Representations policy.

Legislative requirements are defined in the National Health Service and Community Care Act 1990, which introduced directions under the Local Authority Social Services Act 1970. These acts require social service to establish formal complaints procedures to consider 'any representation, including a complaint to the local authority in relation to the discharge of, or any failure to discharge, any of their social services functions' in respect of a 'qualifying individual'.

On 1 April 2009 the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 was introduced, building on a culture of listening, responding and learning from complaints in order to improve services and put individuals at the heart of the process.

Read about making comments, compliments and complaints.

The above is a Borough of Poole document from pre 1 April 2019 (unless otherwise stated). It has been adopted by BCP Council and will, in time, be replaced by a BCP Council document.

This document applies to service users from the Poole locality and to staff carrying out functions that relate to these individuals. Minor changes may have been made to ensure contact information and website links are correct and relevant from 1 April 2019.

All policies will now be reviewed as part of a planned schedule, following the Borough’s transition to BCP Council on 1 April 2019.

Contact us


Adult Social Care - Services
BCP Council
Civic Centre Annexe
Park Road
BH15 2RT

Page last updated: 03 September 2019
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