The Social Services Complaints Procedure (Wales) Regulations 2005

Initial handling of request

24.—(1) When the Assembly receives a request for a panel hearing it must—

(a) acknowledge receipt of the request in writing within 2 working days;

(b) ask the complainant to provide within 20 working days if one has not already been provided, a written statement setting out the basis of the complaint and why the complainant is dissatisfied with the local authority’s response;

(c) inform, in writing, the local authority complained against and send it a copy of the complainant’s letter requesting a panel hearing and, when available, a copy of the complainant’s statement requested under sub-paragraph (b);

(d) request from the local authority the complaints file and any information and documents relevant to the complaint.

(2) The Assembly must convene a panel to further consider the complaint within 20 working days of receipt of the complainant’s written statement of the complaint.

(3) The panel must consist of 3 members, one drawn from the list of persons with social services experience and two drawn from the list of lay persons.

(4) One of the panel members drawn from the list of lay persons must be appointed by the Assembly to chair the panel.