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Adult social care complaints procedure

What happens next?

If your concerns can’t be immediately resolved, we can register them as a formal complaint. We will acknowledge receipt of a complaint within three working days.

We will then:

  1. do a risk assessment and make initial enquiries with the service you are complaining about
  2. contact you to discuss your complaint further
  3. agree a way forward and the timescale for a response
  4. send these agreements to you as a Complaint Resolution Plan

If you make your complaint by phone we will send you a written record of your complaint and give you the opportunity to amend it if required.

Usually, your complaint will be investigated by the manager of the service you are complaining about and they will respond to you. Sometimes this is not appropriate, and in those cases a member of the Social Care Customer Relations Team will discuss this with you and agree a more appropriate way forward. Depending on the complexity of your complaint, this may include an independent investigation and a response from a more senior social care manager.