Adult Social Care Complaints and Compliments

Most complaints made to Adult Services are governed by The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 This is different to the City Council’s own complaints procedure, which is used to deal with any other complaints.

You will always be told which complaints procedure is being used and what you can expect from it.

Examples of statutory complaints to Adult Services are:

• delays in receiving a service 
• receiving a poor-quality service
• problems with staff attitudes or behaviour
• problems with your assessment, care plan or the review of your services
• decisions that you do not agree with
• the level of service provided or how often you receive it
• the cost of your services

• changes to your services or care plan

   

All complaints are confidential. Other staff are only informed of a complaint if needed. For example, to investigate your complaint

This is a one stage process, with the option for the complainant to escalate the matter to the Local Government and Social Care Ombudsman (LGSCO). The complaint is allocated to a relevant manager for investigation.

There is no statutory timescale for completion of investigations, there is a maximum 6 month ‘benchmark’ timescale.

Internal (non-statutory) timescales are used to monitor performance and ensure a focus on timeliness of response. The timescale for response is set by the Complaints Lead Specialist following review of the complaint, taking account of the complexity and seriousness of the complaint and in discussion with the complainant:

Annual Complaints Reports

You can read our Statutory Annual Complaints Reports here