We want to make sure you are satisfied with our services. We need to know what we are doing well, what we can do better and what we are doing wrong. We take all comments and complaints seriously to make things better for you.
Let us know if:
- we tell you we will do something but we do nothing
- we take too long to do something we have promised to do
- we tell you that we can’t help you when you believe we should
- you think a member of our staff is rude or treats you badly
- you are dissatisfied with any other aspect of our service.
Who can complain?
You can complain if you are a current or former user of adult social care services. You can also complain if you have been affected, or are likely to be affected, by our actions, omissions or decisions.
You can complain on behalf of a relative or friend who is receiving services if they are not able to complain themselves. If you are complaining on behalf of someone else you must have their full knowledge and consent to do this and we may need a signed consent form which allows you to act as a representative. This is for data protection and ensures that we do not share personal information inappropriately. This would not apply if the person does not have the capacity to manage their own affairs.
You must make your complaint within 12 months of the incident that caused the problem, or of you realising there is a problem. We can extend this if circumstances show it would have been difficult for the complaint to have been made earlier, as long as it is still possible to investigate the facts of the case.
We can't handle your complaint if Adult Social Care Services has not provided, commissioned or funded the service you want to complain about. Contact us if you would like advice about this. This process is only for adult social care complaints, other complaints are handled by other teams and procedures.
What do I do if I am unhappy?
If you are unhappy with the service you have received from our Adult Social Care Services, you can make a complaint or raise your concerns. Doing this will not affect your current or future care. Your complaint will be treated confidentially and sensitively and we will respond as soon as possible.
- Many problems can be resolved quickly and easily by talking to the member of staff involved with your care. Tell them what is worrying you and they will try to find a solution or tell you the best person to speak to.
- If you don’t feel comfortable doing this, ask to speak to the manager of the service.
- Alternatively contact the Social Care Customer Relations Team with details of your concerns. We may be able to help resolve your concerns informally, and if not we can tell you more about how to make a complaint and how to access advocacy services.
To contact the Social Care Customer Relations Team:
Phone: 0800 212 783
Fax: 01392 382577
Write to: FREEPOST SOCIAL CARE CUSTOMER FEEDBACK
This is the full address and no stamp is needed.