MERTON COUNCIL

Financial Assessments Team andDirect Payments TeamComplaints, Appeals, Commentsand Suggestions

www.merton.gov.uk

Complaints, Appeals, Comments and Suggestions

Our customers are extremely important to us, and we strive to If your complaint is relating to your direct payments, but is not provide the best service that we can. However, if you feel we about the level of service you have received from the Direct Paymenthave not done this, we want to do everything we can to make Team, please contact us to discuss these issues. We will help asthings better. We view complaints as an opportunity we can use much as we can or put you in touch with the correct person.to improve our processes and service delivery. You may also just want to comment on our services, or compliment us. The purpose If your complaint is relating to your financial assessment butof this leaflet is to explain how you can let us know if we got it is not about the level of service you have received from theright, or where there is possible room for improvement. Financial Assessment Team, please see the next page for the

reviews process.

If you have particular individual requirements, we will make sure wedo our very best to meet these and help you accordingly.Complaints and appeals

We always try to get it right first time, but sometimes you may We hope these steps will solve your complaint, but if you wish to take it further please contact the Complaints Team. Details are at the end of this leaflet. You may then progress through Merton councils complaints process until you are satisfied your complaint has been dealt with. For Merton’s full complaints policy please see our website or you can contact the Complaints Team. If you are still not satisfied with the outcome you can take your complaint to the Local Government Ombudsman at

PO Box 4771,Coventry CV4 0EHTelephone: 0300 061 0614 or 0845 602 1983

feel we have not met your expectations. If you have a complaint, you should contact the relevant team to discuss any part of the

service you have not been happy with. If your complaint is about the level of service you have received from the Direct Payment Team or Financial Assessment Team, we ask that where possible, you put it in writing. We will then

investigate what went wrong and why. If you are not able to put your complaint in writing you or someone you can trust can contact us by phone, fax, email or in person. We aim to provide you with a written response within ten working days, and ensure your complaint is dealt with fairly and efficiently.

No

No

Yes

Yes

Business Support Officer undertakes review within 10

working days of receiving appeal

Client will be advised to take forward following Corporate

procedureNo

Is client satisfied with review?

Yes

The following is the procedure for clients who do not agree with the outcome of their financial assessment. You may disagree with the figures used in the assessment and would like us to look at Financial Assessment Review / it again. Please follow this procedure if there is a dispute over the figures that have been used and the amount that you will be charged for care services. If you are unhappy with the service you have Appeals Procedure received from carers, residential homes or the Financial Assessment Team themselves, then this should be treated as a complaint and referred to the Community and Housing Customer Services Officer.

Client receives letters with Client has 3 months Has contact been made outcome of assessment from from receipt of within 3 months?Financial Assessment Team letter for a review

Financial Assessment Team Manager may at discretion extend period up to a year

if appropriate

Client to be asked to put their Financial Assessment VisitingIs client satisfied appeal in writing within 28 Officer to review file and send a

with review?working days of receiving response to client within 10 workingreview outcome days of initial contact

Financial Assessment Team to file paperwork in clients file

Financial Assessment Team to file paperwork in clients file

Customer Satisfaction Contact us:

In order to ensure we are dealing with our complaints effectively Direct Payment Team / Financial Assessment Teamand taking appropriate action to meet your needs, we may send Merton Civic Centreyou a short questionnaire after your complaint has been resolved. MordenPlease return this questionnaire, as it will help us to make sure Surreywe are providing you with the best possible service. SM4 5DX

Tel: 020 8545 3632

Email: directpaymentsduty@merton.gov.uk Comments and Complimentsfinancial.assessment@merton.gov.uk

If would like to comment or compliment any aspect of the Directwww.merton.gov.uk/directpaymentsPayment Team or Financial Assessment Team, we would be happywww.merton.gov.uk/financialassessmentto hear from you. Please contact us using the details at the end

of this leaflet.

Complaints Team

Merton Civic CentreMordenSurreySM4 5DX

Tel: 020 8545 3060

Email: complaints@merton.gov.uk

www.merton.gov.uk/complaints

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Request for document translationFinancial Assessments Team and Direct Payments Team Complaints, Appeals, Comments and Suggestions

If you need any part of this document explained in your language, please tick box and contact us either by writing or by phone using our contact details below.

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Your contact: Complaints Team Name................................................... Corporate Services

8th FloorAddress...............................................Merton Civic Centre............................................................Morden SM4 5DX............................................................Tel: 020 8545 3060Telephone...........................................

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