Adult social care comments and complaints

If you feel the support you have received from us hasn’t been good enough, tell us about it. We’d also like to hear from you when we have got things right.

How do make a complaint?

You can tell us by contacting your social worker, or if you live in a residential or nursing home, you can talk to the staff or manager.

We hope in most cases that your complaint can be sorted out directly with the member of staff providing your service.

What happens when I make a complaint?

We will try to sort things out for you as quickly as possible – on the spot if we can. If this is not possible, we will acknowledge your complaint within three working days.

We will contact you to discuss your complaint. We will let you know who will be dealing with your complaint and agree with you how long we think it will take to investigate.

While we are dealing with your complaint, we will keep you informed. If it is taking longer than we thought, we will contact you to agree new timescales.

Following a written response, if you remain unhappy, you can talk to our complaints manager and we will consider the best way forward.

Following this, if you’re still not satisfied, you should contact the Local Government and Social Care Ombudsman.

You can contact the ombudsman at any point during your complaint, but they usually ask you to go through our procedure first.

You can call the ombudsman on 0300 061 0614, write to Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH, or submit an online form.