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  3. Complaints and compliments
  4. Adult social care complaints
  5. Adult social care complaints policy

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Adult social care complaints policy

This policy explains how we handle complaints about adult social care. This is based on the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

  1. What a complaint is
  2. Who can complain
  3. Time limit for complaints
  4. Complaints about other organisations
  1. How we will handle your complaint
  2. How to make a complaint
  3. Contact details

Complaints about other organisations

If your complaint is about another organisation, we may not be able to investigate the complaint. We will ask for your permission to forward the complaint to the other organisation or provide you with their contact details.

If your complaint is about a commissioned service provided on behalf of Islington Council, we would normally ask you to complain to that service directly and if you remain dissatisfied with their response to contact the Local Government and Social Care Ombudsman.

If your complaint is about health services provided on behalf of Islington Council, we may ask the health service to respond to your complaint.

If your complaint is about more than one organisation, we will discuss with you who is best to lead on the investigation and agree which organisation will provide you with one joint response.

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Data protection: We will handle your personal information in line with the Data Protection Act 1998 and in accordance with the council’s Fair Processing Notice.