Compliments, appeals, and complaints

Use this guide to find out more about how you can give us feedback about the health or social care that you or another person has received from our services.

What to expect if you make an appeal or complaint

If you have concerns that cannot be resolved straightaway (usually within 24 hours) we will take the following steps:

  1. Acknowledge your appeal/complaint within three working days.

  2. Discuss with you:

    - what you are unhappy about

    - what you would like to see happen as a result of your appeal/complaint

    - how your appeal/complaint will be investigated

    - how long it may take to complete.

  3. Keep you informed if the investigation takes longer than originally agreed.
  4. Keep in touch with you and check that you are happy with the outcome.
  5. Provide you with our final response in writing or in the format you have requested.

If your appeal/complaint involves the NHS as well as Adult Social Care, we will work together to provide a single response in most cases.

You are welcome to have a friend or relative to help you with your appeal or complaint. Or, if you prefer, you can ask us to put you in touch with an independent organisation to support you.