14.1 As a first step, we encourage anyone dissatisfied with the care they have received (or their representative) to discuss their concerns with the staff member they are dealing with or ask to speak to the manager of the service instead. We will try to resolve concerns quickly or explain why this is not possible.
14.2 If the concern is not resolved, or if preferred, people may make a complaint to the council and may subsequently ask the Local Government and Social Care Ombudsman to review their complaint. Please see our Complaints, compliments and comments about Adult Social Care .
14.3 People using regulated services have the right to bring concerns about their care and treatment to the notice of the Care Quality Commission (CQC) .
14.4 We will provide information about how to use our complaints procedures and how to contact the Local Government and Social Care Ombudsman or CQC.
14.5 The council encourages its staff to speak up if it’s not right. Any concerns from staff should be made through the council’s whistle blowing procedure.
