Help to make a complaint
If you want someone else, for example, a relative or friend, to complain on your behalf, we will work with them to resolve your complaint. However, we will need to check that this person can act as your representative.
If you need support to make your complaint we can advise about Advocacy services.
How we respond to your feedback
When you give us feedback we aim to act on the information you give us there and then. If you have supplied a compliment we will share it with our teams
If we cannot give you an immediate response
We will acknowledge your feedback, in writing, within three working days.
We will nominate a manager responsible for investigating the matter further.
We will inform you of the investigation timescales (typically within 10 working days).
We will provide you with a clear report detailing what we found and what action we will take.
We will follow up with you to check that it was resolved to your satisfaction.
What if I’m not happy with the process?
If you are not satisfied with our handling of your complaint, you can take your complaint to the Local Government and Social Care Ombudsman. The Ombudsman is independent and the service is free and confidential.
Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV40EH, www.lgo.org.uk
What if the service is regulated?
If your complaint is about a regulated service (e.g. a residential care home or reablement service) you can also contact the Care Quality Commission. We can advise you about how to do this.