Complaints Procedure

The Cornwall and Isles of Scilly Safeguarding Adults Board (SAB) is committed to ensuring that complaints about its work and processes are managed fairly, consistently and transparently. The Complaints Procedure explains how concerns can be raised by members of the public about the Board's activities, including its processes and Safeguarding Adult Reviews, and clarifies those matters that fall within the Board's remit.

The procedure sets out a two-stage local resolution process with clear timescales for acknowledgement, investigation and response. Where a complainant remains dissatisfied following the completion of the process, information is provided about referral to the Local Government and Social Care Ombudsman.

The policy also includes arrangements for managing complaints involving the Board's Business Unit, Business Manager or Independent Chair, ensuring appropriate governance and oversight. In addition, it covers record keeping, data protection, accessibility requirements, and the management of persistent or unreasonable complainant behaviour.

By providing a clear framework for raising, investigating and resolving complaints, the procedure supports accountability, continuous learning and public confidence in the work of the Safeguarding Adults Board.

Read and download the complaints Procedure pdf