Information on how to feedback compliments or complaints on adult social care services.

You can make a complaint in the way that best suits you in person, by phone, by letter or by email.

How to make a complaint

  1. Contact the person or office responsible for providing the service you are dissatisfied with. They are in the best position to put things right quickly.
  2. If you are still not happy, fill in the online Adult social care compliments and complaints form
  3. If you're still not happy, contact our Customer Service Team
  4. If this doesn’t resolve the issue, you may be able to get the Local Government Ombudsman to look into it.

The Ombudsman considers complaints if you’ve suffered because of:

  • the way a council service has been given
  • how a decision has been made.

The Ombudsman usually only considers your complaint once it’s been through the council's complaints procedure.

Other complaints procedures

Connect to support complaints

Comments and star ratings

Please note that the comments and star ratings facility on Connect to Support is not part of the complaints procedure as you will not receive a response from this.

Care home complaints

If you have a complaint about a care home or service and do not want to complain to the home directly or the council, you can contact the Care Quality Commission form . They are responsible for making sure that providers meet the regulations and standards that apply to them.

Complaints about a service or care organisation arranged by yourself

If your complaint is about a service or care organisation that you have arranged yourself, you should discuss your complaint with the manager of that service. If you remain unhappy, the Local Government Ombudsman investigates complaints from people who arrange and manage their own social care.

If you are not happy with a decision

An appeal is a request for a review of a decision taken by your local social care office. It is one of a range of options for dealing with concerns. If you think the council has made a decision about your care and support that you think is unfair you can ask for the decision to be looked at again.

If you need to make an appeal and find it difficult to share your views and feelings, or understand the information it may be useful to have an advocate.

An advocate is a person who speaks up for you, or helps you to speak up for yourself. You may want this to be a family member or friend, however if there is no one available we can give you information about how to find an independent advocate to support you with raising your concerns.

Contact us