Why you should tell us what you think
Your views are important to us. We want you to tell us what we can do better to help us improve our services.
Making a complaint
We will always aim to deliver the best possible service but sometimes things go wrong or we may fail to meet your expectations. Making a complaint does not mean that you will receive less help from us in future or that your complaint will cause difficulties for you. We can learn a lot from complaints so we encourage all of your feedback.
Who should you contact?
Contact the person or team that delivers the service you wish to complain about.
Fill in our online customer complaint form:
or contact the Adult Social Care Customer Relations Team at:
- Email: email@example.com
- Tel: 01483 518300
- Text (SMS): 07527 182 861 (for the deaf or hard of hearing)
- Textphone (via Relay UK): 18001 0300 200 1005
- British Sign Language: SignLive Video Relay Service
Who can complain?
Anyone who has received a service, or is currently receiving a service or seeking a service from us.
You can complain either on your own or with help from someone else such as a friend, a relative or someone who can speak on your behalf, such as an advocate. However, we may need to confirm your agreement to another person speaking for you.
Services paid for with direct payments
If you want to complain about a service you bought with a direct payment, you need to complain to the service provider directly.
What happens next?
When you contact us with your complaint, we will try to sort out the problem quickly to resolve the matter.
If the complaint cannot be addressed quickly, we will register and acknowledge your complaint within 3 working days from the date it is received. We may contact you to discuss your concerns further and agree a plan of investigation. You should receive a response to your complaint within 20 working days from when we receive your complaint.
The person handling your complaint will carry out an investigation into your concerns and respond to you directly (or through your advocate/representative if you prefer). For complex complaints, we may need more time to investigate and respond to you. If this is the case, we will keep you informed.
If you are not satisfied with the complaint response, you can contact the person leading on the complaint to discuss your concerns further. Alternatively, you can contact the Customer Relations Team for advice and assistance.
Who can I contact for further help and advice?
If you are still unhappy and we are not able to resolve your concerns to your satisfaction, you can ask the Local Government & Social Care Ombudsman to review the way we have dealt with your complaint. Their contact details are:
- Website: Local Government and Social Care Ombudsman
- Tel: 0300 061 0614
- Textphone (via Relay UK): 18001 0300 061 0614
How can I appeal against a social care decision?
If you want to appeal against a decision that we have made, contact the social care team manager. Let them know your concerns and ask them to review the decision.
See ways you can contact Adult Social Care if you are unsure who to contact or need help.
Other helpful contacts
- Care Quality Commission Tel: 03000 616161 or Textphone (via Relay UK): 18001 03000 616161.
- Advocacy in Surrey Tel: 0300 456 2370 or Text (SMS): Send the word 'pohwer' with your name and number to 81025.
- Healthwatch Surrey Tel: 0303 303 0023 or Text (SMS): 07592 787533 (for the deaf or hard of hearing).
- Citizens Advice Tel: 0800 144 8848 or Textphone (via Relay UK): 18001 0800 144 8884.
Files available to download
Adult Social Care Complaints and Compliments Annual Report 2022 to 2023 (PDF)
Adult social care complaints and compliments made to the Directorate and the Local Government Ombudsman for the period 1 April 2022 to 31 March 2023.
Adult Social Care Complaints and Compliments Annual Report 2021 to 2022 (PDF)
Adult social care complaints and compliments made to the Directorate and the Local Government Ombudsman for the period 1 April 2021 to 31 March 2022.
Adult Social Care Complaints and Compliments Annual Report 2020 to 2021 (PDF)
Adult Social Care Customer Relations’ report 1 April 2020 to 31 March 2021, covers adult social care complaints and compliments made to the Directorate and the Local Government Ombudsman.
Adult Social Care Complaints and Compliments Annual Report 2019 to 2020 (PDF)
Adult Social Care Customer Relations’ report 1 April 2019 to 31 March 2020, covers adult social care complaints and compliments made to the Directorate and the Local Government Ombudsman.