We also want to know if you have any comments or concerns about a service, so that we can try to put things right.
If you are unhappy with the service you receive, talk to the staff or the managers of the service involved. They may not be aware that there is a problem, and they may be able to sort things out for you.
If you are dissatisfied after this, you can make a complaint.
You can make a complaint about any social care services we have / have not provided. For example:
- a decision that you do not agree with
- the poor quality or suitability of a service
- a delay in providing or making a decision about a service
- delivery or non-delivery of services
- quantity, frequency, change or cost of a service
- attitude or behaviour of staff
- decisions on whether you are eligible for a service
- your assessment
- how a local authority policy has affected you.
Someone else can complain on your behalf but we will always check that you actually want to make a complaint.
Whatever the complaint is about, and whoever makes the complaint, we will try to deal with it fairly and without delay.
Support to make a complaint
Anyone making a complaint can have someone to help them through the complaints process.
Support person/representative
A support person/representative can be with you in any meetings held to look at your complaint and can speak on your behalf if you wish.
Advocate
If a vulnerable person involved in a complaint needs support to make their views heard, they can have an advocate. An advocate is independent from the department. They help the vulnerable person understand what is happening and can speak for them.
What if I have special needs?
If you need help to take part in the complaints process let us know as soon as possible. For example:
- documents in different formats such as Braille, large print, audio described or translated into different languages
- an interpreter, if English is not your first language
- a loop hearing system
- facilities for a guide dog.
General advice and support
Citizens Advice Bureau
32-36 Carrington Street
Nottingham
NG1 7FG
Tel: 0115 938 8050
Visit the Citizens Advice Bureau's website
