Helpline 0808 800 3333 or contact us
For disability information call free
0808 800 3333 or contact us
0808 800 3333
Anything else? Other ways to contact us
Here are some more suggestions about what to say in your letter. Find the section that best reflects the issue you want to complain about:
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 must be made within a 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.
The complaint should come from the person who receives the care unless they:
In both cases the person should have the opportunity to express their views if they are able to. The complaint should be based on these as far as possible.
However you complain, there are six golden rules:
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 'signed for' (recorded) delivery, if possible.
Ask a friend or family member to read it through. If you're getting help from an advice worker or advocate they can help you with this. They can help check that you have included everything and explained things clearly.
This guide was updated for Scope by Advicenow in March 2015. It applies to England only.
It is not meant as a substitute for legal advice.
Find out how @Scope is helping people to feel more confident about disability. Help us #EndTheAwkward http://bit.ly/2egoZQx