Appeal or Make a Complaint About Care Charges
Why am I being charged?
If you receive care and support from the Council, you may need to pay towards the cost. We work this out through a financial assessment, in line with the Care Act.
Not happy with your charge?
You have the right to:
- ask questions
- ask for a review
- make an appeal.
We aim to resolve any concerns quickly and fairly.
How we handle appeals and complaints - Our 5-Step Process
1. Talk to us first
We will:
- contact you by phone or arrange a visit
- explain how your charge was calculated
- check for any errors or missing information
Many issues are resolved at this stage.
2. Financial review or reassessment
If needed, we will:
- review your financial assessment
- consider new information or changes
- check disability-related expenses
You will get a written decision.
3. Formal appeal
If you still disagree, your case goes to a Financial Risk Panel, which includes senior offices (Head of Service / Assistant Director) and legal support.
They will decide if the charge is:
- Fair
- Lawful
- Affordable
You will be told the decision in writing.
4. Make a complaint
If you are unhappy with how your case has been handled, you can make a complaint. This is overseen by the Executive Director of Adult Social Care.
5. Ombudsman
If you have completed all local steps and remain unhappy, you can contact the Local Government and Social Care Ombudsman, an independent organisation.
Getting support
You can:
- ask a family member, friend or advocate to support you
- request information in a different format
- ask us to make reasonable adjustments
Paying during an appeal
Charges will usually continue while your case is reviewed. If this causes financial difficulty, please let us know.
Contact us
Financial Assessment Team
- Telephone: 01429 266522
- Email: UPFTgcsx@hartlepool.gov.uk
Address:
User Property and Finance Team
4th Floor, Civic Centre
Victoria Road
Hartlepool
TS24 8AY
We are committed to being fair, clear and supportive.