The Adult Social Care complaints procedure
Your experiences can help us improve our services, so thank you for your feedback. We aim to do our best but recognise that sometimes things do go wrong. When this happens, we have a formal complaint process.
The complaints team will contact you within two days after receiving your complaint to find out if your complaint can be resolved before starting the formal complaints process. If your complaint cannot be resolved at this time, we will make checks before your complaint is investigated.
Stage 1
The council will nominate an appropriate officer to be your point of contact for your complaint. All stage 1 complaints will be acknowledged within two working days.
A full written reply will be sent within 20 working days from the date it is accepted for investigation. If more time is needed due to the complexity of your complaint, we will give you a new date for when we will send the response.
Stage 2
If you are unhappy with the outcome of the stage 1 investigation, you can ask for your complaint to be reviewed. You will be allocated another officer to be your point of contact for your complaint review.
We will respond to stage 2 complaints within 20 working days from the date that we receive it.
If you are unhappy with our response
You will be told when you have exhausted our complaints procedure. If you are still unhappy with the response received, you may want to ask the Local Government and Social Care Ombudsman to consider your complaint. They can be contacted by visiting the .
Page last updated: 22 August 2025