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Appears in Collections:Faculty of Social Sciences Journal Articles
Peer Review Status: Refereed
Title: Independence in complaints procedures: lessons from community care
Author(s): Gulland, Jackie
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Keywords: complaints
social care
administrative justice
Consumer complaints Great Britain
Local government Great Britain
Issue Date: Mar-2009
Date Deposited: 24-Aug-2009
Citation: Gulland J (2009) Independence in complaints procedures: lessons from community care. Journal of Social Welfare and Family Law, 31 (1), pp. 59-72.
Abstract: This article looks at internal complaints procedures and considers the role of independent elements in procedures which are designed to be simple, informal and low cost. Taking the example of local authority community care services as a case study, the article discusses research which looked at the views of complainants, potential complainants and those who run the procedure. Most people do not make formal complaints at all and very few people seek an independent review of their complaint. When they do seek such a review, they expect it to be transparently independent of the body complained about. The article concludes that the current system of local authority complaints review panels or committees does not provide the independent element that complainants seek.
DOI Link: 10.1080/09649060902761255
Rights: Published in Journal of Social Welfare and Family Law by Taylor & Francis (Routledge).; This is an electronic version of an article published in Journal of Social Welfare and Family Law, Volume 31, Issue 1, March 2009, pp. 59 - 72. Journal of Social Welfare and Family Law is available online at:

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