Complaints and Feedback Policy

We agree with the LGSCO’s complaint definition as: ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.’

If you're unhappy with the service you've received, or with something we've done or haven't done, you can make a complaint. You don’t need to use the word ‘complaint’ for us to treat it seriously. Even if someone else, like a family member or representative, sends it on your behalf, we'll handle it according to our Complaints & Feedback Policy.

We consider complaints individually and accept complaints unless there’s a good reason not to. If for some reason we can’t accept your complaint, we’ll tell you why and explain your right to take our decision to the Local Government and Social Care Ombudsman.

Please note that this policy does not address complaints regarding children's or adults' social care services, as these matters are governed by specific legal provisions. If your concern is about those areas, please refer to Complain about adult social care or Complain about children and young people social care. A complete list of exceptions can be found Appendix 1.