Adult Social Services complaints, comments and compliments

Complaints, comments and compliments play an important part in delivering high quality services to Trafford people. They tell us what we are doing right, where we could do better and what we are doing wrong and we use your feedback in our work to continuously improve services to you.

A complaint is “an expression of dissatisfaction by one or more members of the public about the council’s action, or lack of action, or about the standard of a service.” This could include:

• Something we have done badly or wrong
• Something we have failed to do
• A service which we have not provided as well as we should have
• Poor customer care

 This does not include:

• Reporting a problem e.g. street cleaning, street lighting, missed bin collection
• Making an enquiry about services provided by the Council
• Requesting information or an explanation of Council Policy or Practice
• Matters for which there is a right of appeal e.g. benefit awards, planning decisions, school admission decisions
• Complaints about a third party