Adult Social Care Complaints Process
- All complaints will be acknowledged within 3 working days of receipt
- When we'll contact you to confirm your complaint and how to resolve it
- All complaints should be resolved within 6 months
- Complaints that can't be resolved through our own procedures can be escalated to the Local Government Ombudsman
Complaints about care providers
If your complaint is about a registered care provider, such as a care home or domiciliary care agency contact them first to investigate your complaint. The new Care Quality Commission will look at complaints about these providers if you are unhappy with the way in which they have dealt with your complaint.
For complaints which involve both the Local Authority and the National Health Service we will provide a single response. You should direct your complaint to the organisation with the greatest involvement in the complaint. They will then become the lead organisation for the complaint and will liaise with the other organisation accordingly. For details about NHS Complaints see below.
For enquiries about Community Care Services or to make a complaint contact the member of staff involved, their manager, or the Adult Disability Duty Desk:
Adult Disability Duty Desk,
Community Care Services,
Wokingham Borough Council,
The Old Forge,
45 - 47, Peach Street,
Telephone: 0118 974 6800
Please remember that we also welcome general feedback and compliments about our services.
Support making a complaint
If you require any help in making your complaint or if you would rather not contact Community Care Services you can contact the Complaints Team
Either fill out our contact us form or write to us at:
Wokingham Borough Council
Telephone: 0118 974 6350 or 0118 974 6620
How to complain about National Health Service - NHS
If you are not happy with the service you have received from any part of the NHS - National Health Service you can make a complaint.
In many cases your complaint can be dealth with by talking to a health professional who is directly involved in your treatment.
If you feel uncomfortable directly contacting the staff involved in your treatment you can contact the local Patient Advisory Liaison Service - PALS - by:
Telephone: 0118 982 2829
For further information visit the National Health Service website.