Complaints and Feedback Policy

We genuinely want to hear from you; whether you’re happy with what we’ve done, have a suggestion to help us improve, or need to tell us when things haven’t gone right. Your feedback matters. By sharing your experiences, you help us make our services better for everyone and you can be sure that we take what you say seriously.

Our Complaints & Feedback Policy explains how we manage and respond to feedback, including corporate complaints. It follows best practice and is aligned with the Local Government & Social Care Ombudsman’s Complaints (LGSCO) Handling Code.

Here’s what you can expect from us:

• We’ll listen carefully to what you have to say and do our best to understand your experience.
• We’re always looking to learn from complaints, using them as a chance to make real improvements to our services and how we work.
• We want it to be easy for you to get in touch with us, so making a complaint or giving feedback should be straightforward and accessible for everyone.
• We’re committed to treating every complaint fairly and handling them in a consistent way, no matter who you speak to.
• You’ll receive a clear and thorough response from us within the timeframe we’ve promised, unless there’s a good reason for a delay and if there is, we’ll let you know.

Please note that this policy does not cover complaints regarding children's or adults' social care services. These are handled under separate processes as set out in legislation. If your concern is about those areas, please refer to Complain about adult social care or Complain about children and young people social care.