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Adult social services complaints process

Adult Social Services has a one-stage complaints process.

This process applies to all adult social care providers and the NHS and is based on the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

The process covers:

  • getting it right
  • being customer-focused
  • being open and accountable
  • acting fairly and proportionately
  • putting things right
  • seeking continuous improvement to our services

How we will handle your complaint

Our aim is to resolve all complaints. 

When we receive your complaint we will try and sort it out straight away. 

We will acknowledge your complaint within three-working days. We will contact you to listen to what you have to say and understand what your problems or concerns are.

We will agree with you the best way to deal with the things that you have told us about. We will also agree the time scale for doing this. If you need support we will arrange this for you.

We will respond to you in the way which we agreed with you. We will provide you with all the needed information in relation to the issues that you have raised with us.

If we can't resolve your complaint then we will:

  • contact you to discuss how you wish your complaint to be dealt with
  • find out what happened and what we should have done
  • agree with you when you can expect a reply
  • ask a manager to investigate and reply to your complaint
  • write to you within three-working days to let you know the name and phone number of the person who will reply to you
  • put things right for you if we can
  • learn from our mistakes to make the service better

Having a clear idea from you about how we can resolve your concerns will be helpful in deciding how we approach your issues and help towards a satisfactory resolution for you.

We shall consider a range of options with you to achieve a resolution and these may include, for example:

  • obtaining a second opinion
  • having a re-assessment of your needs
  • meeting to discuss matters
  • arranging for mediation or an advocate

You can discuss the process in more detail by contacting the People Directorate: 

People Directorate
Islington Council
222 Upper Street
N1 1XR

Local Government and Social Care Ombudsman

If we have been unable to resolve the complaint, you may appeal directly to The Local Government and Social Care Ombudsman (LGO): 

Local Government and Social Care Ombudsman
PO Box 4771
Coventry CV4 0EH

Tel: 0300 061 0614

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