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.

How to contact us

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

• Face to face with any member of adult social care staff
• By telephoning the Complaints Team on 01228 227140
• By email to: socialcare.complaints@cumbriacc.gov.uk
• By letter, addressed to:
  Adult Social Care
  Complaints Team
  3rd Floor, Civic Centre
  Carlisle
  CA3 8QG

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.