What do I do if I am unhappy?

If you are unhappy with the service you have received from Adult and Community Services, you are entitled to make a complaint or raise your concerns, knowing that it will not affect your current or future care, that you will be treated confidentially and sensitively, and that you will receive a response from us. Your feedback is welcomed and is used to help us improve our services.

We hope that most concerns can be settled easily and quickly by discussing the problem with the member of staff involved with your care. If you tell them what is worrying you, they will try to find a solution or advise you who is best to speak to. If you prefer, you can contact the manager of the service you are concerned about.

If you prefer to make your complaint to the Customer Services Team, you can contact us by any of the methods listed here, or you can download and print the leaflet and feedback form from our documents and reports page.

What happens next?

Once we receive your complaint, we will contact you within three working days to acknowledge receipt and we will offer you a meeting to discuss your concerns and agree a way forward.

The Customer Services Team may be able to help resolve your concerns informally. If not, they can tell you more about how to make a complaint and about accessing advocacy services.

What if I am still unhappy?

If you are still unhappy, please contact the person who responded to your complaint. You could also contact the Customer Services Team who can advise on how to proceed. If you remain unhappy with our response, you have the right to refer your complaint to the Local Government Ombudsman.

The Local Government Ombudsman looks at complaints about councils. If you are dissatified with the result of your complaint to Devon County Council, or with any part of the complaints process, you have the right to refer your complaint to the Local Government Ombudsman, who can be contacted at:

Local Government Ombudsman
BO Box 4771
Coventry
CV4 0EH

Advice Line: 0300 061 0614
Email: advice@lgo.org.uk

What is the time limit for making a complaint?

Complaints should be made within 12 months of the incident that caused the problem, or of the complainant realising there is a problem. We use our discretion to extend this if circumstances show it would have been difficult for the complaint to have been made earlier, as long as it is still possible to investigate the facts of the case.

Is there anything I cannot complaint about?

We are unable to handle your complaint if Adult and Community Services has not provided, commissioned or funded the service you wish to complain about. If you would like advice about this, please contact the Customer Services Team.

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