Feedback on Adult Social Services

British Sign Language: You can view Islington's complaints procedures in BSL, including the Adult Social Services procedure. Click the Complaints link under Related Information, right.

Complaints

The council aims to provide good quality services but sometimes things go wrong. If they do, you need to tell us so as we can put it right and learn from the experience.

When we receive a complaint from you we will try to sort it out straight away. If we can't, a manager responsible for the service you have complained about will investigate and reply to your complaint. We will aim to do this within 10 working days.

If you are unhappy with our response at this stage your complaint will be looked at again by a different manager, independent of the service you complained about. This is called the stage 2 investigation and we will aim to respond to you with our reply within 25 working days.

If you are still unhappy with our stage 2 response then the final stage of our complaints procedure will be a panel review hearing. The panel is chaired by an independent person, not an employee of the council. The other members of the panel are also independent and one of these may be a councilor.

If, following the review panel hearing you still remain unhappy with the outcome you can write to the Local Government Ombudsman at:

Local Government Ombudsman
PO Box 4771
Coventry
CV4 OEH

Tel: 0845 602 1983 04 024 7682 1960
Email: enquiries@lgo.org.uk
For the website, please see the link on the right.

Help and Support in Making a Complaint

At each stage of making a complaint you can have someone to help you. This can be a friend or relative or we can provide an advocate for you. An advocate is someone who is independent of the council and there to act on your behalf.

If you would like some help or support please call Customer Services on 020 7527 8047

Compliments and Suggestions

We would also like to hear from you if you have a compliment or a suggestion about the services you receive.

We welcome all feedback received and promise to let you know how we will make use of your suggestions or tell you why we can't use it. When we receive compliments we always make sure the staff concerned know about these and are thanked by a senior manager for their good work.

Further Information

If you want to make a complaint or give us feedback on the services you are receiving please contact us by telephone on 020 7527 8047 or write to:

Customer Services Manager
Third floor
338-346 Goswell rd
LONDON EC1V 7LQ

Email: socialservices.complaints@islington.gov.uk

For further information, please download a copy of our complaints leaflet and feedback form below.