What happens after you complain

Stage 1

Straightforward matters can often be resolved by the next working day. For more complex complaints, we will send you an acknowledgement and tell you who is looking into your complaint. That person will contact you to discuss the details and agree a timescale for replying.

You will be kept informed about progress. If the timescale needs to be extended, we will tell you why.

Some complaints might not be considered under the formal statutory adult complaints procedure and may instead follow the corporate complaints framework. These typically relate to a process, procedure, or policy issue not directly linked to a Care Act assessment.

Stage 2

If you are not satisfied with our response at stage 1, you can contact the Local Government and Social Care Ombudsman. We will make every effort to resolve matters before it reaches this stage.