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Tell us what happened
The easiest way to resolve your complaint is by speaking to the team who delivers your service. Tell them about the problem and give them the chance to put things right.
Make a complaint
If you have tried that, and you are unhappy with the outcome, you can make a complaint. To do this, fill out our complaint form below. We suggest you first read our Listening to your views leaflet (PDF) or our Listening to your views - Easy Read leaflet (PDF).
Adult Social Care complaint form
If you are unable to use the online form, contact our Adult Social Care Customer Relations Team:
- Email: asc.customerrelations@surreycc.gov.uk
- Telephone: 01483 518 300
- 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 getting a service from us, or who has had a service, or is seeking a service from us
- a relative or friend of someone getting our services. You must give them permission to speak on your behalf. We may need to confirm this with you
Care not provided through Surrey County Council
If you bought you care services with your own funds or using a direct payment, speak to the service provider. The Local Government and Social Care Ombudsman or the Care Quality Commission may be able to help you with this.
What happens next
When you send us your complaint:
- we will acknowledge your complaint within 3 working days
- we may contact you to find out more about what you have told us and agree a plan of investigation
- the person handling your complaint will look into what you have told us. They will speak to you or, if you prefer, to your advocate or representative
- you should get a response within 20 working days from when we got your complaint. For complicated complaints, we may need more time to investigate and respond to you. If this is the case, we will let you know
- Adult Social Care complaints follow government regulations, which allows up to 6 months for a response
Reviewing a decision
If you are not satisfied with the response and wish to submit further comments, we can review our response to your complaint. You can contact the Customer Relations Team for advice and help.
Further help and advice
If we have not been able to resolve your concerns, you can raise your complaint with the Local Government and Social Care Ombudsman.
Other helpful contacts
Files to download
Surrey County Council’s Annual Complaints Performance Report 2024 to 2025 (PDF)
Complaints made to the Directorate and Local Government Ombudsman in 2024 to 2025
Adult Social Care Complaints and Compliments Annual Report 2023 to 2024 (PDF)
Adult social care complaints and compliments made to the Directorate and the Local Government Ombudsman for the period 1 April 2023 to 31 March 2024.
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.