Adult social care concerns and complaints

Feedback from our customers is very important to us. It helps us to shape our services. If you are unhappy with our service or a service we have arranged on your behalf, such as home care or residential care, we would like to hear from you.

Concerns

If something has gone wrong, we will do our best to resolve any concerns as quickly as possible. You should always talk to a member of staff involved in the service you are concerned about first. They will do all they can to sort out your problem but if you are still unhappy, you can make a complaint.

Complaints

If you want to make a complaint you can do this by contacting our complaints officer. You can do this by telephone, email, or completing our online form.

Make a complaint 

You should make your complaint within 12 months of the event that you are complaining about. We will record and acknowledge your complaint within 3 working days and tell you the name of the person who will be dealing with it.  

Advocacy: help to make your complaint

If you are making a complaint you may choose to use an advocate. An advocate is an independent person who can help you to get your point across. They will explain any part of the complaints process you do not understand. You do not have to pay to use an advocate. If you want to know more about advocacy services, please let us know when you make your complaint.