Complaints, comments and compliments about Adult Services

You should receive services from us regardless of age, disability, race, gender, language or religion, and you should be treated with courtesy and respect by our staff and the staff we contract with. We recognize that in providing services to you, there may be times when things go wrong.

By making a complaint to us, you will not be putting your rights to services at risk, so don’t be afraid to tell us what you think and what has gone wrong.

How we can help if things go wrong

If things do go wrong, your complaints and comments are the first step in helping us to put matters right.

We have a designated complaints officer and a formal complaints procedure. The complaints officer ensures that all complaints are responded to.

Whenever possible, we avoid using the formal procedure by using other problem solving techniques. It is important that all complaints are dealt with seriously and as quickly as possible by all staff. Many complaints are based on misunderstandings - no-one is really to ‘blame’ and they can be resolved with a simple explanation and apology.

However, if a complaint is unresolvable in this way, the formal procedure can be used and an independent investigation will be arranged.

What you need to do if things go wrong

Putting your complaint into your own words is usually the most effective way of making your point. This will then be recorded and a local manager will look into the issues raised and try to resolve them. You will be contacted in writing by a senior manager.

We aim to resolve your complaint within 10 working days, and by 20 working days at the latest.