This policy explains how the Isle of Wight Council (IWC) investigates and manages Adult Social Care complaints, what clients can do if they are unhappy about any aspect of Adult Social Care Services and what the IWC will do to resolve the complaint. This policy is aimed at good practice guidance and supporting staff to deal with complaints in ways which are demonstrably consistent and fair and which comply with legislation and best practice.

The IWC are concerned about the quality of care clients receive, and are always striving to maintain high standards of social care with continuous review of everything we do. However, we know there may be times when people are not satisfied with the standard of service they receive.