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.

If you can’t use the form or need help, contact the Adult Social Care Manager or email AdultServicesComplaints@wokingham.gov.uk for support.

Eligibility

• Anyone getting a service from us, or who has had a service, or is seeking a service from us.
• A relative or friend of someone getting our services. You must give them permission to speak on your behalf. We may need to confirm this with you.

Exceptions to this Complaint Route

Services paid for with direct payments - If you want to complain about a service you bought with a direct payment, speak to the service provider. The  Care Quality Commission  or the Local Government and Social Care Ombudsman  may be able to help you with.

Appeal a Social Care decision - If you want to appeal a social care assessment or a financial assessment of care.

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

What happens next

When you send us your complaint, we will try to sort out the problem quickly:

• We will let you know if it is going to take longer within 3 working days from the date we got it.
• We may contact you to find out more about what you have told us and agree a plan of investigation.
• You should receive a response within 20 working days from when we acknowledged your complaint.

The person handling your complaint will look into what you have told us. They will speak to you or, if you prefer, to your advocate or representative. For complicated complaints, we may need more time to investigate and respond to you. If this is the case, we’ll let you know.

If you’re not satisfied with the response, you can speak to:

• The person handling your complaint.
• The Customer Relations Team who can also give advice and help.