How your complaint will be handled

When a complaint is raised, it will be dealt with through our statutory complaints procedure.

Provisional Response

If your complaint is not sorted out by the end of the next working day you can make a formal complaint. Our team will aim to resolve your issue, while ensuring there is no impact on your current service provision or any future decision about the service you receive. You can expect us to:

  • take your complaint seriously and make sure you receive a full and fair response
  • explain our complaints process to you
  • discuss the details of your complaint with you to identify the problem, assess what is needed to resolve it out and agree how long it should take.
  • provide you with support if you need an advocate to help you with your complaint
  • acknowledge your complaint within 5 working days, provide you with a named contact and an expected date for a response
  • provide you with a provisional response within 20 working days
  • let you know if we need more time to investigate your complaint and agree an alternative timescale with you.

To help us investigate your complaint effectively, we encourage you to make any complaints within 12 months of the date you first became aware of any problem.

Final Review

If you still remain unhappy with the response received, you can request for your complaint to be escalated to the Final Review stage. Your complaint will be investigated by the Complaints Service Team on behalf of the Operational Director, Adult Social Care, who will aim to provide you with a response to your complaint within 30 working days.

Local Government and Social Care Ombudsman

If, after our final review, you are still unhappy with the result and wish to take your complaint further, you can contact the Local Government and Social Care Ombudsman and ask them to consider your complaint.

The Ombudsman is a free, independent service that looks into complaints about social care.

You can contact the Ombudsman at:
Local Government and Social Care Ombudsman
PO Box 4771
Phone: 0300 061 0614
Fax: 0247 682 0001
Text: 'call back' to 0762 481 1595