Making a complaint about adult social care

We are committed to providing the best service that we can for you, but we understand that sometimes things may not go to plan.

If this happens, you have a right to discuss your views with our Adult Social Care Team. 

We also want to know if something has gone wrong; because we care about the quality of service we provide on our behalf.

Things to know before you make a complaint:

• Complaints need to be made within 12 months of the date on which the subject of the complaint occurred
• If you are making the complaint on behalf of someone else, we will need written confirmation
• Once you have made your complaint, we will acknowledge this within 3 working days
• We aim to respond back to you within 10 working days with details on how we have tried to resolve your complaint
• If we need to contact other parties like a GP or hospital this may take longer
• Occasionally we might need to get a second opinion from independent assessors or investigators. The Complaints Team will let you know if this is the case
• We will send you a written response with the outcome of the investigation
• If you are unhappy with the outcome of our Stage 1 response, you have the right to escalate and contact the Local Government and Social Care Ombudsman

• General information about Adult Social Care
• Safeguarding Concerns
• Local Government Ombudsman
• Citizens Advice Bureau