Comments, compliments and complaints
Contents
- Comments, compliments and complaints
- Adult Social Care - Comments, compliments and complaints
Adult Social Care - Comments, compliments and complaints
You can:
- make a comment - how we can improve or do something differently
- give us a compliment - when we have done something well we will share this with our teams
- make a complaint - we will investigate what happened, see if there is anything we can do to resolve it and improve our service for others
You can also call us on 0300 126 3000, e-mail us at [email protected] or write to us at:
Complaints - Adult Social Care
Haylock House
Kettering Parkway
Kettering
NN15 6EY
If you're complaining on someone else's behalf, it's really important you get their consent before doing so.
We will ask for verbal or signed written consent form at a later stage.
Support
If you need to make a complaint, we'll do our best and can support you by:
- discussing the issue by phone or face-to-face meetings
- putting reasonable adjustments in place
- meeting with other service areas and making referrals to support you
- providing regular updates
- supporting you with provider complaints, safeguarding and finances
Our Adult Social Care Complaints Manager will be there for you throughout this process.
We can also provide Easy Read documents if you need them - just email us at [email protected].
Process
Initial query
We will acknowledge receipt of your query within 5 working days:
- we will investigate and may contact you for more information if needed
- we will do our best to resolve your query within 20 days and we will be in regular contact
Make a complaint
If you're not satisfied with our response, you can make a formal complaint:
- we will review our first response
- we will provide a written response within 6 months - we will try and deal with it sooner, and if it will take longer, we will contact you to explain why and give you a revised date
Ombudsman
You have the right to ask the appropriate ombudsman to investigate complaints within 12 months. They won't usually consider a complaint until we have had a chance to resolve the matter through our own procedure.
The Local Government and Social Care Ombudsman investigates complaints for Adult Social Care:
Other support
You can also:
Last updated 01 April 2025