Adult Social Care complaints

Tell us what happened

The easiest way to sort out a problem is by speaking to the team that provides your care or support. Please talk to them first and give them a chance to put things right.

Who can make a complaint

You can make a complaint if you are:

• Getting a service from us now
• Have received a service in the past
• Are asking for a service
• A relative or friend acting on someone's behalf  (you must give them permission; we may need to confirm this)

When this complaints process cannot be used

Services bought with direct payments

If your complaint is about a service you purchased using direct payments, you should raise the issue directly with the service provider.

The Care Quality Commission (CQC) may also be able to help because they regulate and inspect care services in England. They check whether services are safe, effective, and meeting required standards. If you are worried about the quality of care, telling the CQC helps them take action if needed.

The Local Government and Social Care Ombudsman (LGSCO) may also be able to help if you feel the service provider has not handled your complaint properly. The Ombudsman looks at complaints independently and can make recommendations to put things right.

Appeal a Social Care decision

Use the appeals process if you want to challenge:

• A social care assessment
• A financial assessment for care

What happens after you send your complaint

We will try and resolve your concerns as quickly as possible.

We will acknowledge your complaint within 3 working days of receiving it and tell you if we think the response may take longer than usual.

The person handling your complaint will carry out the investigation and look into the issues you’ve raised. They may speak with you, or with your advocate or representative if that is your preference.

You will normally receive a full response within 20 working days of our acknowledgement.
If your complaint is complex and we need more time, we will explain why and tell you when you can expect a response.

Independent advocacy

If you need help to share your views or concerns, an advocacy service may be able to help. You can find more information on our find an advocate webpage.

Make a complaint

• If you've already tried to sort things out and you're still unhappy, you can make a formal complaint.
• If you can’t use the form or need help, contact the Adult Social Care Manager or email  AdultServicesComplaints@wokingham.gov.uk  requesting support.

Make a Complaint

If you are not satisfied with the response

You can speak to:

• The person handling your complaint.
• Contact the Local Government Social Care Ombudsman (LGSCO)
  • The LGSCO will only investigate a complaint after been through the statutory complaints procedure.
  • Call 0300 0610 614