We are committed to listening and acting upon feedback we receive from people who use our services – be that a complaint, a comment, suggestion or even a compliment.
While we welcome any kind of comment, we take complaints seriously. We try to provide the best service we can, but sometimes things go wrong. When that happens we want to be told, so we can make sure things work better in future and we can learn lessons that will benefit other people.
Often the best thing to do when something small goes wrong is to mention it to the staff concerned, who may be able to sort things out on the spot. But if there is a more serious problem, or if you do not feel staff are listening to you, you have a legal right to make a complaint and to have it properly investigated.
Who do I complain to?
If you have a complaint about your assessment or care plan, then the best person to talk to will usually be your care manager.
If you have a complaint about one of the services your care manager has arranged, it is usually best to start by contacting the provider of the service (for instance the organisation which employs your home carers, or the manager of a care home). However, you can contact your care manager if you find that easier.
If you don’t want to speak to your care manager about the problem, or if you feel your care manager is not listening to you, you can contact our complaints team.
The complaints team
Our complaints team is here to listen to what you want to tell us about our services. This includes compliments and other comments, as well as complaints.
If you do have a complaint, the complaints team will make sure it is investigated as thoroughly as necessary and that you get a full response to all the issues you raise, including advice on other options open to you if you are not satisfied with what we say. If you have a comment or compliment, this will be passed on to the appropriate service area.
The team can also help with complaints about community health services for adults, such as help from district nurses or occupational therapists. Some local health services fall outside our area of responsibility, but if you are in doubt about how best to take up a complaint about any part of the NHS, the complaints team will be happy to help you.
You can contact us by telephone on 01670 628888
or by writing to us at the address below:
Adult Social Care
Comments, Compliments and Complaints
We are happy to accept your comments and compliments by email to: firstname.lastname@example.org
What to tell us when you make a complaint
To deal with your complaint appropriately, we will need to know:
- your name, address and contact details (please include a phone number)
- if you are complaining on behalf of someone else, their name and address, and your relationship to them. We will usually need to check with the person concerned whether they are happy for us to look into the complaint and to include personal information about them in preparing a response to your complaint
- what you are complaining about – please give dates and other details if possible
- if you know them, the names of the people involved (for instance any members of staff whose actions you are complaining about, or who advised you to complain)
- what you would like us to do about this complaint
If you phone us, we will talk you through the information that we need.
How we will handle your complaint
Members of the team will:
- acknowledge receipt of your original complaint within three working days
- agree with you how you wish your complaint to be handled
- let you know how long we expect it to take to provide you with a detailed written response
- keep in touch with you while your complaint is being investigated
The response we will send to you will include (where appropriate):
- a full explanation of circumstances surrounding your complaint
- an apology if the service has not been of an appropriate standard
- a summary of what we have learned as a result of the complaint investigation
- a summary of how the service will be improved in future
If you are not satisfied with the response to your complaint, we will also advise you about how you can take the matter further.
Contact adult social care