This page gives information on how to make a complaint, give a compliment or make a comment about Adult Social Care. To do so for other council services or for general enquiries, please click on the link below or call us on 020 8430 2000.
Non-Adult Social Care Complaints, compliments and comments
How do I complain, compliment or comment about Adult Social Care?
If you are happy with our service or a particular member of staff let us know.
If you are unhappy with our service or the way you have been treated tell us.
1. Fill out a form online using the link below:
Adult Social Care complaints, compliments and comments Online Form
2. Write to us:
Download the complaints form and post it to:
Complaints and Member Enquiries Team,
Adult Social Care
Fourth Floor West,
1000 Dockside Road,
Download Complaints Form PDF
3. Call or Email us on:
Call: 0208 430 2000
Need help to make a compliment, compliment or comment about Adult Social Care?
If you need help making a compliment/complaint then please let us know. We will arrange for someone to work with you – this person is called an advocate.
What happens next?
All compliments received will be passed on to the relevant person or team.
A complaint it will be entered into our system and we will:
- discuss with you how you want your complaint to be resolved
- give you advice about your options, for example writing to you with our initial findings or arranging a meeting with you
The law covering the procedure for adults is set out in the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
This is a two stage process:
At stage 1 your complaint will be investigated at a local level i.e. the local authority, NHS body or the agency that provides you with a service.
The first step involves registering your complaint with our Complaints and Members Enquiry Team. On receipt of your complaint, the team will record it and a letter of acknowledgement will be sent to you.
The acknowledgment will include an estimate of the time it will take to investigate your complaint.
Most complaints are usually resolved at this stage. However, if this is not the case, the Complaint and Members Enquiry Team can advise you on ways to resolve the matter of concern.
This may include a 'mediation' meeting with a complaints officer and the manager of the service relating to your complaint or any other agreed way of resolving your complaint.
If you are dissatisfied with the outcome of the complaint investigation you can refer your complaint to the Local Government Ombudsman.
The Adults Services complaints procedure is more flexible and allows for up to six months to resolve your complaint.
In practice most complaints are resolved much sooner and we will always try to resolve your complaint as soon as possible.