Adult Social Care invoices
Invoices have now been issued following a short delay, and associated direct debit collection dates will be adjusted accordingly. There is no need to contact us at this time.
What to do if concerned about the progress or final outcome of a complaint
In this section
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1Introduction
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2Legal Context
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3Scope
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4Who can make a complaint
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5Help to make a complaint
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6What are complaints?
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7Providing information
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8How to make a complaint
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9What the council does when it receives a complaint
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10What to do if concerned about the progress or final outcome of a complaint
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11When the council will not/may not act on a complaint
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12The Care Quality Commission (CQC) and complaints about regulated providers
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13Complaints records and the annual report
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14Implementing, monitoring and reviewing policy
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15Appendix 1 – Definitions
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16Appendix 2
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17Appendix 3 – Additional examples of exclusions
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18Appendix 4 – Care Act Advocacy for Adult Social Care processes including complaints (taken from GCC’s Independent Advocacy Policy)
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19Appendix 5 - Reasonable adjustments examples and accessible information standard
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20Appendix 6 - Lessons learned log
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21Policy details
Key terms are identified in bold and defined in Appendix 1.
10.1 We encourage anyone who is concerned about the progress or final outcome of their complaint to discuss their concerns with the Customer Feedback and Complaints Manager initially.
10.2 Anyone who has exhausted our complaints process and is not satisfied with the final outcome has the right to ask the Local Government and Social Care Ombudsman to review their complaint.
You can find out more about how to complain to the Local Government and Social Care Ombudsman at https://www.lgo.org.uk/how-to-complain
10.3 We will provide information about how to contact the Local Government and Social Care Ombudsman and will co-operate with any requests from the Ombudsman.
Policy Published: October 2021
Policy reviewed: April 2026
Last reviewed: