Complaints about Social Care Services

If we do something that you are not happy with, you have a right to complain. We will treat every complaint seriously and try to sort out the problem. Doing this helps us to make sure that we provide the best possible service to you.

You can make a complaint about any service that we provide. You can also make a complaint if you are refused a service that you think you should receive. A relative or friend can also make a complaint on your behalf.  

There are a number of ways to complain about our services.

If possible, talk to the member of staff, or team, you already have contact with. Tell them clearly that you are not satisfied and why.

If you are not able, or do not want to do this, you can tell any member of our staff that you want to make a complaint. You do not have to put your complaint in writing, but your complaint will be recorded to help us understand how we may improve the service we deliver.

You can tell us about your comments or complaints by:

When you make your complaint it will help if you tell the Complaints Manager:

You will receive an acknowledgement of your complaint. The way in which we will investigate your complaint will be detailed in your acknowledgement. We hope that in most cases your complaint can be sorted out by a Manager from the team involved. If this is not possible, in some cases, we may appoint an Investigating Officer. The Investigating Officer will not be linked in any way to the service you are complaining about, or have any prior knowledge of the complaint.

Mediation is another way of resolving problems. This involves asking a mediator who is an independent person to speak with you, and any staff and managers involved with your complaint, to try and resolve any differences. Please tell us if you would like to use this option.

We will:

Each year we publish an Annual Report. This report gives details of our complaints work over the past year.

If you feel you have not been treated fairly, you can approach the Ombudsman. The Ombudsman usually only considers complaints which have already been through our own complaints procedure.

The Local Government Ombudsman
2 The Oaks, Westwood Way
Coventry  CV4 8JB
Phone: 0845 602 1983

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