Complaints about Social Care Services

If we do something that you are not happy with, you have a right to complain. We will treat every complaint seriously and try to sort out the problem. Doing this helps us to make sure that we provide the best possible service to you.

Who can make a complaint?

You can make a complaint about any service that we provide. You can also make a complaint if you are refused a service that you think you should receive. A relative or friend can also make a complaint on your behalf.

How to make a complaint

Stage 1

You should first discuss your complaint with a member of staff who knows you well. If you are still not happy, we might then ask a more senior person to look into your complaint and get back to you in10 -20 working days.

You can tell us about your comments or complaints by:

by filling in the Social Care Comments/Complaints Form
calling the Complaints Manager on 0116 305 7422
contacting any member of staff at any County Council establishment
email: adult-social-care-tell-us@leics.gov.uk or childrens-social-care-tell-us@leics.gov.uk
write to us at:
Complaints Manager
Adult Social Care Service
FREEPOST LE17795
County Hall
Glenfield
Leicester
LE3 8XR

Tel: 0116 305 7422
Minicom: 0116 305 6870
print off the 'Tell Us' leaflet and complete the form included: Tell us (.pdf)
print off the accessible leaflet 'Tell us what you think' and complete the form included: Tell us what you think (pdf)
large print versions of this information are available - Word or Pdf.

Stage 2

If you are not satisfied with this and would like an independent person (from outside the County Council) to look after your complaint, you need to get in touch with the Complaints Manager who will make the necessary arrangements. The timescale for the investigation is 25 - 65 working days. At the end of the investigation you will receive a written report with the findings and recommendations.

What information should you give to the Complaints Manager?

When you make your complaint it will help if you tell the Complaints Manager:

details of the problem;
what’s already been done to try to sort it out;
which members of staff you have dealt with; and
what you would like us to do next.

Stage 3

If you remain unhappy after reading the report you can ask for an Independent Review Panel. This consists of an independent chair and two independent people (from outside the County Council) who will decide whether the investigation was fair, the conclusions were reasonable, and if any further action needs to be taken.

Mediation

Mediation is another way of resolving problems. This involves asking a mediator who is an independent person to speak with you, and any staff and managers involved with your complaint, to try and resolve any differences. Please tell us if you would like to use this option.

We will:

be happy to help you to say what you want
always treat your comments and complaints confidentially
treat you fairly – what you say will not affect the service you receive
listen to what you have to say
take action where we can

Annual Report

Each year we publish an Annual Report. This report gives details of our complaints work over the past year.

You can also raise issues with:

Commission for Social Care Inspection (CSCI)
The Pavilions, 5 Smith Way
Grove Park, Enderby
Leicester LE19 1SX
Phone: 0116 281 5900

If you feel you have not been treated fairly, you can approach the Ombudsman. The Ombudsman usually only considers complaints which have already been through our own complaints procedure.

The Local Government Ombudsman
2 The Oaks, Westwood Way
Coventry CV4 8JB
Phone: 0845 602 1983

Young people can also contact the Children's Rights Officer

Contact details for general enquiries

If you would like this information on tape, in Braille or in another language

Help with file formats used on this website