Adult social care complaints

You, or someone on your behalf, can complain about our adult social care services, whether you use them or not. You will not face any disadvantages.

If someone else complains for you (a relative, carer, friend, or advocate), we may need your consent.

If you need help making a complaint, a member of our Customer Care and Complaints Team can help you.

We are only required to deal with complaints about events from the past 12 months. Our complaints procedure cannot change decisions made by a court of law.

If you have a private arrangement with a social care provider, they must deal with any complaints with you.

Step 1

Speak to the person you are dealing with or their manager (most problems are sorted out this way), or tell us about the complaint:

For more information read our guide to making a complaint, comment or compliment about adult social care (PDF, 192.8 KB) or read our easy read version (PDF, 562.2 KB).

Responses

We will acknowledge your complaint to confirm we received it. A member of the complaints team will contact you to discuss a plan to address your concerns.

This will normally take 3 working days.

We aim to respond to most complaints within 20 working days. However, complex complaints may mean we need more time to investigate. If there are any delays, we will let you know. We will listen to, investigate, and respond to your complaint fairly.

Step 2

If we have not been able to resolve your complaint, contact our Customer Care and Complaints Team. Our contact information is above. If you are not happy with the response, contact the Local Government and Social Care Ombudsman (LGSCO). They will review how we handled your complaint.

Anyone who funds their own care, including those using a direct payment, has the right to refer their complaints to the LGSCO.

To contact the LGSCO: