Introduction

The PALS and Complaints team want to hear about your compliments, comments, concerns and complaints. 

NHS Swindon and Swindon Borough Council (SBC) Adult Social Care positively welcomes feedback about our services – whether informally through PALS or formally through the Complaints process

A quick guide to what PALS and Complaints offer:

PALS	Complaints
PALS provides advice, information, problem solving	Complaint team facilitate a formal investigation when a concern is raised
Usually quick resolution - no set procedure	Set procedure, governed by timescales
Informal process: - PALS staff discuss the different ways to resolve concern - PALS staff liaise with the service provider to reach a solution	Formal process of investigation: - agree complaint plan - agree timescales - investigation by service manager - meeting to discuss concerns/outcomes if wanted - usually written response unless agreed otherwise - letter signed off by chief executive
If PALS cannot resolve your concern, you can still use the complaint process	If you are not happy with the outcome of the complaint investigation, you can take your complaint to the Ombudsman