Complain about adult social care
Complain if you are unhappy with adult social care services. Your feedback helps us make our services better.
Before you complain
Only use this page if you want to complain about adult social care.
If your problem is about something else, make a complaint about council services instead.
What you can complain about
You can complain about anything to do with adult social care. This includes:
- a decision made after a Care Act Assessment
- a change to your service plan
- the result of a of a safeguarding investigation
- the quality of your service
- a delay in getting a service
We cannot look at a complaint that:
- has already been through another complaints process
- is about your job or employment
- is about the Freedom of Information Act
- has already been investigated by the Local Government and Social Care Ombudsman or the Parliamentary and Health Service Ombudsman
Who can complain
Anyone who gets an adult social care service can make a complaint.
You can also make a complain for someone else if:
- they say you can
- they have died
- they cannot make the complaint because of a physical condition
- they do not have mental capacity
How to complain
You can make a complaint online.
Make a complaint
If you need any support with making a complaint, contact our advocacy service.
Watch a video in British Sign Language.
What happens next
We will:
- acknowledge your complaint within 3 working days
- aim to send you a response within 20 working days
If you’re not happy with our response, you can ask us to look at your complaint again. You must do this within 2 weeks.
Complaints policy
Read the adult social care complaints policy.
Contact an ombudsman
If you are still not happy after we look at your complaint again, you can contact the Local Government and Social Care Ombudsman. They are independent and can review your complaint.
Compliments
If you want to say something good about adult social care, speak to our team. You can tell us about a service, a team, or a member of staff.
This helps us understand what is working well. They also help staff know that their work is appreciated.
Online
Telephone
020 7527 8046 or 020 7527 8047
Post
Customer Services
Health and Social Care
Islington Council
222 Upper Street
N1 1XR