How to make a complaint

Every local authority has to have a complaints process. Your local authority should explain on their website how they deal with complaints and how long they will take to reply. You can also phone them and ask for a copy of the social care complaints procedure. A social services department must have a member of staff who deals with complaints. This person is called the complaints manager. The complaints manager may bring in a person who is independent of the social services department to help resolve the complaint.

Your complaint

Your complaint must be made within one year of the event you are complaining about. Your local authority can accept a complaint after this in exceptional circumstances.

You can make a complaint over the phone. But, for most people, it is easier to complain in writing. You can spend time making sure you’ve said everything you want to say, and clearly. It’s also easier to stay calm. You can keep a copy which could be really important if you have to take it further. See Golden rules of complaining.

For these reasons, we advise you to complain in writing if you can. Once you have written your complaint, you can either post or email it. If you post it use recorded delivery, if possible.

For advice on how to write a good complaint letter, see How to write a complaint letter. We also give you an example so that you can see what we mean.

See What to say in your complaint letter for suggestions about what to put in your letter. These vary depending on what it is you are complaining about.