How we deal with complaints

We take any complaints we get seriously. We have processes to follow to make sure that every complaint is dealt with fairly and sorted out as quickly as possible.

For most complaints we will follow a staged procedure

• Stage one: Handled by the service within 10 working days
• Stage two: Handled by the Director of the Service area or their nominee, except Southampton City Council landlord Housing complaints which will be dealt with by the Complaints Resolution Team within 20 working days

More details are available in:

• The corporate complaints procedure
• Unreasonably persistent and vexatious customer behaviour policy

Children's Social Care (statutory complaints) 

• Stage one: Resolution by the service within 10 working days
• Stage two: Independent investigation within 25 working days
• Stage three: Review panel

More details are available in the Children's Services procedure.

Document	Type	Size
Corporate Services and Adult Social Care Complaints Policy	pdf	253.2 KB
Unreasonably Persistent and Vexatious Customer Behaviour Policy	pdf	199.7 KB
Children's Services Complaints Procedure	pdf	473.5 KB