Adult social care complaints, comments and compliments
We want to hear what you think about our adult social care services.
You can:
- make a complaint if you are unhappy with a service or something has gone wrong
- make a comment or suggest how we can improve
- give a compliment if you are happy with a member of staff, team or service
Your feedback helps us improve our services and put things right when something has gone wrong.
Use our online form to provide feedback.
If you have a learning disability
If you have a learning disability, or would find an easier explanation helpful, we have a separate page to help you have your say.
It explains the different ways you can tell us what you think and gives examples of the kinds of things you can tell us about.
Find out how to have your say and about adult social care.
Making a complaint
You can complain about adult social care if you are unhappy with the care, support or service you have received.
You can complain yourself or ask someone else to help you.
This could be:
- a family member
- a friend
- a carer
- an advocate
- someone else you trust
If someone complains for you, we may need to check that you have agreed to this before we can share information with them.
If you need help
We want to make it as easy as possible for you to tell us what has happened.
If you need support to make a complaint, we can help you find the right way to do this.
You can also ask for information in another language or format.
Independent advocacy may also be available if you need someone to help you explain your concerns or take part in the complaints process.
Find out about complaints advocacy – Community ConneX
If you complaint involves more than one organisation
Sometimes a complaint may involve the council and another organisation, such as an NHS service or care provider.
You do not need to work out which organisation is responsible before contacting us.
Tell us what has happened. If another organisation also need to be involved, we will work with them so that your complaint can be dealt with properly.
What happens after you complain
When we receive your complaint, we will acknowledge it within three working days.
We will talk to you about:
- what has happened
- what you would like us to do
- how we will look into your concerns
- how we will keep you informed
We also use what we learn from complaints to improve adult social care services.
If you are still unhappy
If you have completed our complaints process and are still unhappy, you can ask the Local Government and Social Care Ombudsman to look at your complaint.
The Ombudsman is independent and free to use.
It can consider complaints about councils and adult social care providers, including some complaints about care that you pay for yourself.
The Ombudsman will normally expect you to give us an opportunity to deal with your complaint first.
Find out about the Local Government and Social Care Ombudsman.
Read our complaints policy
You can read our adult social care complaints policy for more information about how we handle complaints.