Adult social care complaints

Who can complain?

Anyone who:

• is receiving or has received services from adult social care
• is affected, or likely to be affected, by the action, omission or decision of adult social care services
• a representative, acting on behalf of a person who has died, or is unable to make the complaint themselves because they have:
• a physical incapacity
• a lack of capacity within the meaning of the Mental Capacity Act 2005
• requested that a representative act on their behalf

Timescales

There is a time limit of 12 months from when the matter being complained about occurred, to when a complaint may be made. After this time, a complaint will not normally be considered.

We will acknowledge a complaint within 3 working days. Complex complaints can take up to 3 months to investigate, although most complaints will be dealt with within 4 to 6 weeks.