Adult social care complaints and compliments

Resolving complaints

Once we receive your complaint, we'll write to let you know what happens next, and when you should expect a response. We might need to ask you for more information, in which case we'll contact you. 

At the same time, we'll ask a senior manager to investigate the problems you've told us about. We'll tell them by what date a written response is needed and we'll check the response to ensure it fairly addresses your complaint. We'll either make further recommendations to the service or we'll send the response to you.

If you're not fully satisfied with the response, phone the Complaints team or send an email or letter to explain why. Depending on the nature of the complaint, it's very helpful to arrange a meeting with the service or we can arrange for another Senior Manager to review the complaint. We can also provide information about other ways to take your complaint forward - for example details about the Local Government and Social Care Ombudsman (LGO).

Page last updated: 10 October 2023


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