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How to Make a Comment or Complaint
How to complain
If you would like to make a comment or complaint then you can write to the Customer Relations Manager, or use the ‘Tell Us What You Think’ leaflet. The address is FREEPOST (at the bottom of this page), so you don’t need to put a stamp on your envelope.
If you want telephone then you can ring the Customer Relations section on (0114) 273 4660.
You can request leaflets from the NCC Communications Team on (0114) 273 4969 or email nccinfo@sheffield.gov.uk.
If you are not satisfied about a service you are receiving or you have been refused a service then you have a legal right to make a complaint. You could speak to your Social Worker about your complaint or you can use the Neighbourhoods and Community Care directorate Complaints Procedure.
How does the complaint procedure work?
There are three stages to the Neighbourhoods and Community Care complaints procedure and a complaint normally starts at the first stage. These are as follows
Stage 1: Informal Complaint
Resolving problems informally is usually best for everyone; in the first instance, you can speak or write to the manager of the service you wish to complain about. If you feel nothing has changed or you can’t speak to the person or their Manager, contact the Customer Relations section and your complaint will be passed to the appropriate manager. They will try to resolve things quickly – you should hear from them within 14 days.
Remember
- Your complaint will be treated in confidence
- We can support you in making a complaint
- Your right to services will not become less because you’ve complained.
Stage 2: Formal investigation
If you are still not satisfied, you might agree with the Customer Relations Manager, to appoint an investigating officer to look at all the facts and report the findings. You should get a copy of this report within a month. It can be arranged for the report to be read to you.
Stage 3: Complaints Review Panel
If you are still not satisfied – then you can ask for a review. This means that a panel of people who are not connected with your complaint will look at all the information. The panel is typically made up of two Councillors and an independent person with no connection to the Council. This independent person usually chairs the panel. They will listen to you and hear how the complaint had been dealt with. The report will go to the Director of Social Services and you should expect a reply within 28 days.
If you are still unhappy with the response
If you are not satisfied at this stage you could write to your MP, or the Local Government Ombudsman. The Ombudsman will not normally look into a complaint until the Customer Relations section has had an opportunity to deal with it.
You can contact the Ombudsman at:
The Local Government Ombudsman
Beverly House
17 Skipton Road
York YO30 5FZ
Getting in touch
If you want to make a comment, compliment or complaint you can write to:
Customer Relations Team
FREEPOST
NEA 5527
Town Hall
Sheffield S1 2ZZ
You can telephone the Customer Relations Section on (0114) 273 4660
You can also log your feedback on our online form.
Help with contacting the Customer Relations Team
You can ask a friend, relative or adviser to assist you in writing your compliment, comment or complaint or to act on your behalf. Your representative can write and speak on your behalf at any time.
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