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Your right to complain

We aim to provide the best possible care and support to the people in Bracknell Forest at the times when it is needed.

Occasionally, people are dissatisfied with our services or feel that we are not doing enough to help. It is important that you tell the staff working with you, or your family, if you are not happy about something.

How to make a complaint - who you can to talk to

Firstly, ask to speak to the manager of the team or unit that provides the service. To send us your compliment or complaint about our adult social care services, please fill in our Adult social care compliments and complaints form and press the submit button at the end. You won't need to print anything off.

Alternatively you can write to:

The Complaints Manager
Adult Social Care and Health
Bracknell Forest Council
Time Square
Market Street
Bracknell
Berkshire RG12 1JD

or telephone: 01344 351737 (part­time ­ office hours)
Answerphone: 0800 169 4491
or email: asc.complaints@bracknell­forest.gov.uk

Compliments, concerns and suggestions

We appreciate it when you tell us you have been pleased with our involvement or can suggest ways to make our services better. You can do this in the same way as making a complaint.

Frequently asked questions

What will happen if I complain?
We will ask you to tell to us about your problem and what you would like us to do. If we have made a mistake, we will try to put things right as quickly as possible.

Will it affect my services if I complain?
No, we see complaints as a way of helping us to improve our services. When we know that something has gone wrong we can learn from it and if necessary we will make changes to our procedures or training.

Can someone complain on my behalf?
Yes, friends or relatives often help with complaints but we do try to
check that the person concerned has agreed to a complaint being made on their behalf. For some people an advocate or translator is helpful and the Complaints Manager can assist in finding a suitable person.

How long will it take to deal with my complaint?
If your complaint is straightforward we will try to resolve it immediately or as soon as possible. Some complaints may need an in depth investigation and this will take more time. The Complaints Manager will guide you through the process and keep you informed about what is being done and how long it may take.

What if my complaint is about both health and social services?
Both organisations are committed to working together to achieve effective resolutions. With your agreement, we will discuss the best way to provide you with a joint response.

What if my complaint is wholly or in part about another agency or care provider?
If the complaint is wholly about a provider or agency, you should approach the provider themselves. If there are also issues for adult social care to investigate, we will let you know what needs to happen. We will aim to prepare a co­ordinated response.

What if I am not happy with the outcome?
For social services matters you can take your concerns to:

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Telephone: 0300 061 0614
Email: advice@lgo.org.uk
Text: 'call back' 0762 480 4323
Advice team: available 8.30am ­ 5pm Monday to Friday
Fax: 0247 682 0001

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