Make a complaint about care and support

If you are not happy with a decision about your care and support, or you think you have been treated badly or unfairly, you have the right to make a complaint.

First you should try to talk to the person or people involved, or to their manager.

You should say what happened, when it happened and how it made you feel.

You should also say what you would like to happen next. For example, you might want the organisation to say sorry, or to review a decision that has been made.

If this does not help, we will tell you how you can make a formal complaint.

This is called a stage 1 complaint.

A manager will investigate and will get back to you within 10 working days.

If this still does not help, you can appeal and ask for your complaint to be looked at again.

The manager will tell you how you can appeal.

This is called a stage 2 complaint. You should get a response within 20 working days.

If this still does not help, you can take your complaint to the Local Government Ombudsman.

Local Government and Social Care Ombudsman

This is stage 3 and is the final stage.

The manager will tell you how to contact the Local Government Ombudsman.