What the complaints policy does not cover
The Wirral Council complaints policy does not cover the following:
- statutory complaints about Children’s Social Care
- statutory complaints about Adult Social Care
- appeals against decisions by the council where there is a defined appeals process, for example, fixed penalties, school admissions, school bus passes, planning applications, Council Tax and Housing Benefits
- employment issues
- the council’s complaints process and access to the Local Government and Social Care Ombudsman (LGSCO) is not a mechanism for organisations, companies, and other public bodies to resolve issues or disputes; independent advice should be sought on these matters
- anonymous complaints, complaints about access to information where procedures and remedies are set out in legislation, for example, Freedom of Information Act, Data Protection Act
- Initial concerns over a failure in a scheduled service, for example, a missed bin collection. These types of issues should be addressed with the service directly, who may be able to rectify the situation earlier.