Make a comment or complaint to Adult Social Care
It's important to us that we always provide you with the best possible services. We value your opinion on the adult social care service you’ve received and your feedback helps us to understand what we do well and what we can do better.
If you are happy with our service or not, we would like to hear from you. Call us on 020 7332 3498, email our Compliments and Complaints Team or write to us at Department of Community and Children's Services, City of London, PO Box 270, Guildhall, London, EC2P 2EJ.
If you need help with making a comment or complaint, you can contact City Advice on 020 7392 2919 or visit the City Advice page for more information.
When you make a complaint we will Respond and Improve.
Respond
If we can, we will resolve the issue immediately. If we cannot, we will:
- acknowledge your complaint in writing within three working days
- put a plan in place to resolve the complaint and agree with you a reasonable date for a response (if the complaint involves the NHS, we will agree with you who should lead on the complaint and keep you informed)
- work to the plan and keep you informed of our progress
- agree with you in advance if we need more time or to change the plan
Improve
When we have finished investigating your complaint, we will:
- provide you with a clear report detailing what we did, what we found and what we are going to do about it
- tell you of any improvements we have made to our services and procedures as a result
If you aren't happy or satisfied with the response then you can appeal to the Local Government Ombudsman.
They can be contacted by calling 0300 061 0614, visiting the Local Government Ombudsman website or write to Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH.