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Concerns and complaints

In this section

  1. 1
    Introduction
  2. 2
    Promoting wellbeing
  3. 3
    Safeguarding
  4. 4
    Providing information about care and support and supporting involvement
  5. 5
    Prevention and early intervention
  6. 6
    Assessment of needs
  7. 7
    Eligibility decision
  8. 8
    After the eligibility decision
  9. 9
    Personal budgets, best value, charging and financial assessment
  10. 10
    Top ups
  11. 11
    Planning and reviewing care and support arrangements
  12. 12
    Direct payments
  1. 13
    Deferred payment agreements
  2. 14
    Moving between long term care homes
  3. 15
    Protection of property
  4. 16
    Transition to adult care and support
  5. 17
    Social care records
  6. 18
    Emergency Planning
  7. 19
    Concerns and complaints
  8. 20
    Implementing, monitoring and reviewing policy
  9. 21
    Appendix 1 – definition of terms
  10. 22
    Appendix 2 - legal context
  11. 23
    Policy Details

We are currently reviewing the Adult Social Care for people with care and support needs policy.

19.1   As a first step, the council encourages anyone who is dissatisfied with Adult Social Care services or with an Adult Social Care decision to: 

  • discuss their concerns with the staff member they are dealing with or  
  • ask to speak to the staff member’s manager instead  

The council will try to resolve concerns quickly or explain why this is not possible.  

19.2   If the concern is not resolved, or if preferred, people may use the council’s Adult Social Care Complaints about adult social care  procedure to make a complaint. We will provide information about how to use the complaints procedure.   

Policy published: June 2021

Policy reviewed: June 2024

Last reviewed:
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