Devolution and Local Government Reorganisation

Adult social care complaints

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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:

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.

Services paid for with direct payments

If you want to complain about a service you bought with 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 try to sort out the problem quickly:

  • we will let you know if it is going to take longer within 3 working days from the date we got it
  • we may contact you to find out more about what you have told us and agree a plan of investigation
  • you should receive a response within 20 working days from when we got your complaint

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. For complicated complaints, we may need more time to investigate and respond to you. If this is the case, we will let you know.

If you are not satisfied with the response, you can speak to:

Appeal against a 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.

If you are unsure who to contact for help, contact us for advice.

Further help and advice

If we have not been able to resolve your concerns to your satisfaction, you can ask the Local Government and Social Care Ombudsman to review the way we have dealt with your complaint.

Other helpful contacts

Files available to download

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