Customer complaints procedure (excluding children's social care)
The following information will provide you with an overview of how we deal with customer complaints (except those relating to children’s social care).
What happens when you make a complaint?
When we receive your complaint, we will assess the best way to deal with it. We believe it is important to try and sort things out for you as quickly as possible. If we can do this ‘on the spot’ and within a working day, we will. If this is not possible, we will acknowledge receipt of your complaint within three working days and tell you how we plan to investigate. We will also offer to discuss this with you.
We understand that some people may fear losing a service if they complain but we would like to reassure you that you will be treated fairly. We welcome complaints as they help us to see where we can improve services. You will not have a service withdrawn or delayed because you complain.
Adult social care complaints
If your complaint is in relation to both the social care and health services that you receive, we will aim to use one agreed approach with health colleagues to deal with the complaint. We will also give you one point of contact to make it easier for you to talk to us about your complaint.
If your complaint is in relation to care in a residential home or help at home that social care is paying towards you can tell the home or company directly or you can tell us. If you tell us, we will make sure the complaint is investigated.
If social care is not paying towards your care, we would not be able to look at your complaint. How to complain about self-funded care (link opens in new window).
What support is there to help me make a complaint?
An advocate is someone who can help you to make a complaint and ensure your views are heard. There are various types of independent advocacy services available, depending on your needs. You can also seek advice from Citizen’s Advice (link opens in new window), your local councillor or MP (link opens in new window).
Other action you can take
If you are unhappy with the way your complaint has been handled, you do have the right to contact the Ombudsman.
If your complaint is about us, as your housing landlord, you can contact the Housing Ombudsman (link opens in new window).
The Housing Ombudsman will not usually look at a complaint until either 8 weeks have passed, after you have had a final response from us, or if 8 weeks has not passed but you have asked a Designated Person to see if they can help you to resolve the complaint with us. A Designated Person can be an MP (link opens in new window) or your local councillor.
For all other complaints you can contact the Local Government and Social Care Ombudsman (link opens in new window).