Social Care

Complaints, comments and compliments

We want to hear your views

We aim to provide services of the highest standard. To achieve this, we want to involve you and listen to your views. We welcome compliments, suggestions and complaints so we can learn from these and improve local services.

Your right to complain and give us feedback

Adult and Community Services is a large department providing a wide range of care and support services. We accept that things can go wrong.

If you are not happy about the way you have been treated, you have a right to complain.

Things can also go very well, so if you are happy about the services and support you have received from us we also want to hear from you.

You will not be victimised

If you make a complaint, we will not hold this against you or refuse to give you services that you would otherwise have received.

How to complain

Please talk to the person who is providing the service first, or their manager, and tell them, that you want to make a Complaint. Most complaints can be sorted out 'on the spot'.

If you do not want to talk to the provider of the service or their manager, or you do not feel that you can, you can contact the complaints team at anytime. All complaints are registered with the Children, Adult and Community Services Complaints Team.

Our contact numbers are 020 8227 2405 or 020 8227 2111. Complaints are accepted in any style and do not have to be in writing for the majority of situations.

We aim to deal with complaints by acknowledging your concerns within 3 working days and responding to you overall within 10 working days.

Where the complaint is complicated, we will talk to you about extending this time up to 20 working days. We will send you a letter confirming this.

This first letter will be called the 'Acknowledgement and complaint investigation plan' letter. This letter will detail the concerns you have raised, the name of the investigator, the team involved and the time frame we are working to.

The named investigator will then send you a letter with their findings and outcomes and or actions to be taken. This letter is called the 'Complaint investigation response'. It will also detail the action we have now taken and any learning we have gathered from your experience.

If you are still not satisfied with the response you can ask to meet directly with the Children, Adult and Community Services complaints Manager. We can then look at alternative ways of sorting out your complaint, so that it reaches a point of closure for you.

This may be mediation, meetings or discussions with those involved or an independent investigation, or other options that may be appropriate.

We acknowledge that on occasion agreeing a closure that is acceptable to you, may not be possible for a number a reasons. We will however try our very best to reach a closure agreement with you.

If after your contact with the Complaints Manager and after all options have been considered, you still feel the complaint is unresolved, you can approach the Local Government Ombudsman.

Can I take my complaint further?

If you are still not satisfied, you can contact the Local Government Ombudsman. The Ombudsman is independent and provides a free and confidential service.

You can get a leaflet on the Ombudsman from our offices, or you can contact the Ombudsman directly at:

The Local Government Ombudsman

19th Floor

Millbank Tower

Millbank

London

SW1P 4QP

Tel: 020 7217 4620

Please note that although you have the right to approach the Local Government Ombudsman at any time, The Ombudsman will normally only get involved once you have gone through our complaints procedure.

Help in making a complaint

Please let the local worker or manager know if you need a translation or interpreting services, or if you would like this information in large print or on audio tape. Or, ring the Children, Adult and Community Services Complaints Team on 020 8227 2405 or 020 8227 2111.

Advocacy services

For information on local advocacy services, please contact the Complaints Team on the number above. Advocacy services are there to act independently and help you make a comment, compliment or complaint about social care services.

Care standards

The Care Quality Commission is responsible for registering and inspecting health and social care services in England as of the 1 April 2009.

It has other important roles, including:

Helping to raise standards across the country
Reporting to the government on the quality of services
Helping people by giving them clear information about social care services and complaints

We work closely with the Care Quality Commission to tell them about any complaints and concerns raised about care standards.

You can contact them at:

Regional Contact Team

4th Floor

Caledonia House

223 Pentonville Road

London

N1 9NG

Care Quality Commission Central Processing

St Nicholas Building

St Nicholas Street

Newcastle Upon Tyne

NE1 1NB

Care Quality Commission Helpline: 03000 61 61 61