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.
What a complaint is
We define a complaint as an expression of dissatisfaction, however made, about decisions, the standard of service, actions or lack of action by Islington Council or those acting on our behalf, affecting an individual or group of individuals.
A service request is a request for us to provide or improve a service or to fix a problem. This is not the same as a complaint. After submitting a service request, you may make a complaint if you are dissatisfied with the way your service request was handled.
We can’t investigate complaints about independent adult social care providers where individuals have directly commissioned or pay for services themselves.
We can’t investigate a complaint that has already been through another complaints process or is subject to a separate complaints or appeals process, is about your employment, is about anything related to the Freedom of Information Act 2000 or the Data Protection Act 2018, or if it has already been investigated by the Local Government and Social Care Ombudsman or the Parliamentary and Health Service Ombudsman.