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)

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.

When this complaints process cannot be used

In some situations, the Adult Social Care complaints process does not apply

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.

Care Quality Commission (CQC) 

The CQC regulates and inspects care services in England. If your concern is about the quality or safety of care provided by a care provider, including services arranged using direct payments, you can raise this with the CQC. Telling the Care Quality Commission (CQC) helps them take action if needed.

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 acknowledge your complaint within 3 working days of receiving it and explain what will happen next.

We may contact you (or your advocate or representative, if you prefer) to understand your concerns.

You will normally receive a full response within 20 working days after we acknowledge your complaint. 

If we need more time, we will explain why and tell you when you can expect a response.

Make a 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.
• The Local Government Social Care Ombudsman (LGSCO)
  • The LGSCO will only investigate a complaint after having been through the statutory complaints procedure.