We aim to resolve complaints within 3 working days. If not, we will carry out a complaint investigation, which can be completed within 28 days.

During this investigation a manager will contact you to discuss your complaint. They will then write to you with their decision, explaining any actions we will take.

If you are not satisfied with their response then a review can be carried out. The review will be carried out by a more senior manager who will write to you with their decision. There is no right of appeal against this decision.

Complaints about children’s and adults social care services are dealt with through different procedures that have been agreed by the Government. If you feel that we have not fully dealt with your complaint, or handled it properly, you can contact the Ombudsman.