Social Work advice and complaints

How to make a comment or complaint

We are always looking at ways to improve the services we offer and welcome any comments you have.

We want to hear from you if you need advice or wish to complain about a Council social care or social work service. This could be about adults or children's services.

Before making a complaint, try and speak to the person working with you, or their manager. Things can often be put right by talking to those working directly with you.

If this does not resolve the issue, you can contact the Social Work Advice and Complaints Service:

By email

socialwork.complaints@edinburgh.gov.uk

On the phone

Telephone - 0131 553 8395

Our opening hours

Monday - Thursday - 8.30am to 5.00pm

Friday - 8.30am to 3.55pm

Write to us

Social Work Advice and Complaints
Level 1/7, Waverley Court
4 East Market Street
Edinburgh, EH8 8BG

Complete the freepost slip attached to the Council's Social Work Advice and Complaints Service leaflets. These are available from all social work offices.

All complaints are treated with the strictest confidence. You will not be discriminated against for making a complaint.

How long do I have to complain?

Complaints should be made as soon as practicable. Other than in exceptional circumstances, complaints will not be considered if they are made more than 12 months after the complainer becomes aware of, or could reasonably have been expected to become aware of, the grounds for complaint.

Other ways to complain

If your complaint is about a registered care service, you can choose to contact the Care Inspectorate. They can independently investigate your concerns as the regulatory body. Registered services can be care homes, day centres or home care.

If the Council cannot resolve your complaint and you have completed all stages of the social work complaints process, you can take the matter to the Ombudsman.