We welcome both comments and complaints about our services. We define a complaint as "An expression of dissatisfaction by one or more members of the public about the Social Work Service's action or lack of action, or about the standard of service provided by or on behalf of the Social Work Service".
We view complaints positively; feedback from you helps us to improve our services. Complaining will not result in social work staff discriminating against you. Records of any complaint you make will be kept separately from your other records.
If you complain, the people providing you with the service will try to sort out any problems as quickly as possible. They may either speak to you or write to you once they have looked into things. We call this 'frontline resolution'. If you are not happy with this approach, or it fails to sort things out, then you can ask for a formal investigation of your complaint. This takes 20 working days and always results in a written response to you.
You can complain in a number of ways:
Social Work Rights and Enquiries Section
Glasgow City Council
32 Albion Street
Phone: 0141 287 0499
If emailing, please provide full details of your complaint together with your name and postal address and the name, postal address and date of birth of the social work service user.
Our complaints handling procedure [895kb] explains what we do when you make a complaint about our services. For example:
Some of the services delivered by Social Work Services (either directly or on our behalf) such as day care, residential care, housing support services, respite care, foster care and children's care homes are also regulated by the Care Inspectorate. If dissatisfied with the standard of care offered by these services then you can complain to Care Inspectorate as well as making a complaint to us.
The address for complaints is:
The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public services in Scotland. This includes complaints about Scottish councils. If you remain unhappy, you can ask the SPSO to look at your complaint. The SPSO cannot normally look at social work complaints:
You can contact them at:
Phone 0800 377 7330
Fax 0800 377 7331
Text 0790 049 4372
If you think that you need some help then you, or someone on your behalf, can call Social Care Direct, on 0141 287 0555, for advice and information or to arrange for your needs to be assessed. If you already have a Social Worker then contact your local social work office to request an assessment of your needs. There is no charge for this assessment. The assessment will determine whether you are eligible to receive a service.