Adult Social Care Complaints

How to complain about Adult Social Care

Do it online

What to do if you're unhappy with a service provided by Adult Social Care

If you are unhappy with something that Doncaster Adult Social Care Services has done, or failed to do, we will try to put things right.  If you are dissatisfied please tell us about it!

We want you to get the best possible service from us, and your compliments, complaints, comments and suggestions are always welcome.  If you're unhappy with something, please tell us about it.

You can do this in the first instance by contacting your social worker. If you live in a residential or nursing home or you attend any activity organised by the council, you can talk to the staff or manager of the service.

A complaint should normally be made within 12 months of the issue arising; we hope that in most cases your problem or complaint can be sorted out directly with the member of staff providing your service but if this is not possible then the matters can be formally registered into the Adult Social Care Complaints Procedure.

What happens next?

  • we will try to sort things out for you as quickly as possible – on the spot if we can

  • if this is not possible we will acknowledge your complaint within three working days of receiving it

  • we will then let you know who will be dealing with your complaint and agree with you how long we think it is going to take to look into your concerns

  • while we are dealing with your complaint, we will keep you informed.  If it is taking longer than we initially thought to look into your complaint, we will contact you to discuss this and agree new timescales with you

  • if following the written response to your complaint you remain unhappy you can talk to the Complaints Manager who will consider the best way forward

How to tell us about your complaint, comment or compliment

There are various ways you can contact the council if you have something to tell us and details of which are listed below:

  • fill in an online complaint form

  • email - SocialCareComplaints@doncaster.gov.uk

  • telephone – 01302 736000

  • write to: Customer Experience Team, Civic Office, Waterdale, Doncaster, DN1 3BU

  • fill in a paper version of our complaints form, available from all area offices

Our complaints procedure

Stage 1 - Local resolution

At this stage a senior officer within the service area complained about will investigate your complaint and will respond directly to you

You can expect a full response to your Stage 1 complaint within 10 working days. However, on very rare occasions we may need longer to investigate your complaint. If we do need more time we will contact you to let you know when you can expect a response.

Stage 2 – Escalated Complaint Investigation

If you believe that your complaint has not been answered or you are able to provide further evidence you can appeal and ask for your complaint to be looked at again. Details on how to do this will be provided in your Stage 1 response.

When you ask for a Stage 2 investigation we will send you acknowledgment within 3 working days.

A manager of senior officer who has not previously been involved in your complaint will be appointed to investigate the issue and respond to you directly.

You can expect a response to your Stage 2 complaint within 20 working days. However, on very rare occasions we may need longer to investigate your complaint. If we do need more time we will contact you to let you know when you can expect a response.

Stage 3 – Local Government Ombudsman

If you are unhappy with the Stage 2 investigation result you have the right to approach the Local Government Ombudsman who are the commissioners for administration in England. You can approach the Local Government Ombudsman at any time, however, they will not usually investigate a complaint unless it has been dealt with through the Councils complaint procedure first. 

The contact details for the Local Government Ombudsman are:

The Local Government Ombudsman

PO Box 4771

Coventry

CV4 0EH

Tel: 0300 061 0614

Fax: 024 7682 0001

 

The option to approach the Local Government Ombudsman is the third and final stage of the Councils complaints procedure and is the final point of contact to resolve complaints.

Last updated: 27 February 2020 12:18:57