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Compliments, comments, concerns and complaints - Adult Social Care

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How to contact us

You can tell us about your compliment, comment, concern or complaint in whatever way you prefer:

Your views are important to us

Whilst our aim is to provide high quality services, there will be occasions when things are not done as well as they might be. People have the right to challenge decisions that directly affect their lives if they disagree with them.

Listening, responding, improving

We recognise compliments, comments, concerns and complaints as an important way of improving services for older and disabled people, and their carers.

What happens next?

If you have raised a comment, concern or complaint, we will acknowledge receipt within 3 working days.

If appropriate, we will get in touch with you to arrange to discuss the problem. We will agree with you the best way to deal with what you have told us and set timescales for doing it.

If you are paying the Directorate a compliment, you will receive an acknowledgement to thank you for taking the time to contact us.

Sorting things out

We will take action based on what we have agreed with you. When we have done everything that we have agreed, we will write to you to confirm this.

If you remain dissatisfied following this letter, you can take your complaint to the Local Government Ombudsman. We will give you information on how to do this along with our letter of response. If you want more information, please ask.

Getting help to make your views known

We recognise it can be difficult and stressful to raise a concern or complaint. If you need help in making a complaint or if you want to find out more about the complaints procedure, our staff will be able to help you.

You may ask a friend, relative or local councillor to help you. Alternatively you may prefer to get an advocate from a local voluntary organisation. You can get their addresses from the phone book, your local library or Adult Social Care office.

Local Government Ombudsman

You may at any stage, refer your complaint to the Local Government Ombudsman. Normally the Ombudsman will expect you to have given the council an opportunity to deal with the complaints you make.

The Local Government Ombudsman investigates complaints about councils and certain other bodies. It is an independent, impartial and free service. The Ombudsman can investigate complaints about how the council has done something, and whether you have been treated fairly.

You can ring the Local Government Ombudsman Advice Team on 0845 602 1983

Or text 'call back' to 0762 480 3014

Or email advice@lgo.org.uk

Or you can write to The Local Government Ombudsman, PO Box 4771, Coventry, CV4 OEH

Local Government Ombudsman`s website