The Social Services Complaints Procedure (Wales) Regulations 2014

1. Introductory Text

2. PART 1 GENERAL

   1. 1. Title, commencement and application

   2. 2. Interpretation

3. PART 2 SETTING UP THE COMPLAINTS PROCEDURE

   1. 3. Duty to establish a complaints procedure

   2. 4. Senior officer responsible for complaints

   3. 5. Complaints officer

   4. 6. Publicity

   5. 7. Form of communication

   6. 8. Information and training of staff

4. PART 3 NATURE AND SCOPE OF THE COMPLAINTS PROCEDURE

   1. 9. Persons who may make complaints

   2. 10. Matters about which complaints may be made

   3. 11. Matters excluded from consideration

   4. 12. Matters subject to concurrent consideration

   5. 13. Time limit for making complaints

   6. 14. Withdrawal of complaints

5. PART 4 HANDLING AND INVESTIGATION OF COMPLAINTS BY LOCAL AUTHORITIES

   1. 15. Local authority action upon receiving a complaint

   2. 16. Local Resolution

   3. 17. Formal Investigation

   4. 18. Response

   5. 19. Complaints involving more than one local authority

6. PART 5 LEARNING FROM COMPLAINTS

   1. 20. Monitoring

   2. 21. Annual Report

7. PART 6 REVOCATION, TRANSITIONAL PROVISION AND AMENDMENTS

   1. 22. Transitional provision

   2. 23. Revocation

   3. 24. Amendments

8. Signature

9. Explanatory Note