Adult social care complaints

Complaints procedure

Adult social services has a one stage complaints procedure which applies to all adult social care providers. 

In April 2009 the Government introduced a new complaints procedure for adult social care and the NHS, called the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. The focus of the procedure is on resolving complaints. This includes:

  • getting it right
  • being customer focussed
  • being open and accountable
  • acting fairly and proportionately
  • putting things right
  • seeking continuous improvement to our services.

How do I make a complaint about adult social care services?

Make your complaint online

Download and print off a form

Adult social care complaints procedure

Quick guide

Full complaints procedure

How we will handle your complaint?

  • We will acknowledge your complaint within three working days and contact you to listen to what you have to say and understand what your problem or concerns are.
  • We will agree with you the best way to deal with the things that you have told us about and also agree the timescale for doing this. If you need support we will arrange this for you.
  • We will respond to you in the way which we agreed with you and we will provide you with all the necessary information in relation to the issues that you have raised with us.

We shall consider a range of options with you to achieve a resolution and these may include:

  • obtaining a second opinion
  • having a re-assessment of your needs
  • meeting to discuss matters
  • arranging for mediation or an independent investigation.

You can discuss the process further by contacting the adult social care complaints team

If we have not been able to resolve your issues for you and you remain dissatisfied at the end of our complaints process, then you may appeal directly to the Local Government Ombudsman


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