Section 5 - Miscellaneous

18. Complaints / Appeals Procedure

Should a person who accesses services or their carer wish to challenge any decisions made, (s)he should refer to the Council’s appeals procedure. This process has a clear route of appeal and timescale for handling appeals.

Individuals and/or their carers should be provided with information explaining how to complain about Social Services in Neath Port Talbot, which is available in accessible formats and different languages. The leaflet and details of the complaints procedure can also be accessed online via the Council’s website www.npt.gov.uk. The dedicated Adult Services Complaints telephone number is (01639) 763445, or via email: complaints@npt.gov.uk

19. Review of the Policy

The policy reflects the Council’s current position and will be reviewed biennially.

20. Resources

• Paying for Residential and Community Care
• Direct Payments Suitable Person Guidance
• The Mental Capacity Act 2005
• Mental Health Act 1983
• Respite Allocation Policy
• Fairness of Service Provision Policy
• Lifting Operations and Lifting Equipment Regulations 1998 (LOLER)