If you are unhappy with your experience of adult social care it is important that you tell us. It gives us the opportunity to put it right and to make sure our systems are improved.
If you are unhappy with a service you receive from a support or care provider, including a care home, a day care provider or home care agency we would encourage you to talk to them directly in the first instance. If you do not feel able to do this, are unhappy with their response or would prefer to talk to us about it you can contact us by -
- completing the online form
- calling our Contact Centre on 01482 300 300
- in writing to -
Adult Social Care
Strategic Service Development Team
We aim to handle all feedback as quickly and informally as possible. When you contact us we will need to know what happened and what you think could be done to put things right. Most of the feedback we receive are resolved informally by discussing the problem with a member of staff.
If you are able to talk to the managers who deliver your service, this is often the quickest and best way to get a problem resolved. The managers and staff work hard to ensure issues are responded to quickly and resolved at this stage wherever possible.
We hope we can work with you to resolve your feedback, but it you are not satisfied with the outcome following the investigation you may wish to contact the Local Government and Social Care Ombudsman.
You can also contact the Care Quality Commission if you have any general concerns about the standard of care provided.
Raising a complaint
When a complaint is received we will -
- acknowledge receipt of the feedback within three working days of this contact with us. We aim to settle your concern during this initial contact wherever possible
- if we are unable to resolve your concern during this initial contact we will undertake an investigation. We will inform you in writing of the outcome of the investigation within 20 working days of this contact
- if you are unhappy with the outcome you have the right to appeal through the service area appeal process
We hope we can work with you to resolve your concern, but if you are not satisfied with the outcome following your appeal you may wish to contact the Local Government and Social Care Ombudsman.