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If you’re unhappy about decisions made by Adult Social Care about your care and support, speak to your allocated social care worker or their manager.
If you’re not happy with the response from Adult Social Care, contact the Complaints and Information Team using the online complaints form or write, email or telephone using the contact details at the bottom of this page.
We don’t have any role in school complaints; you should contact your child’s school directly.
We will write to you within 3 days of receiving your complaint to tell you we have received it. We will tell you who will be investigating it and when you can expect an answer.
We will investigate the complaint and depending on the seriousness of the complaint, we may ask an independent investigator to look at it. We may ask you to meet us and the care provider to find a solution to the problem.
We will write to you to tell you the results of our investigation.
We aim to respond to most complaints within 20 working days but some complex complaints may take longer. The respective complaints policy documents appended on this page set out the maximum timescales for each complaint type.
If you’re not happy with our investigation
Contact the Complaints and Information Team if you’re not happy with the findings of our investigation or how we’ve dealt with your complaint.
The Ombudsman will usually expect you to have gone through the council’s complaints process before they can consider your complaint. The Council will make it clear when all local stages have been exhausted.