We want you to get the best possible service from us, and your compliments, comments and suggestion are always welcome.
If you are unhappy with something that Adult Social Care (often known as Social Services) has done, or failed to do in a reasonable way, we will try to put things right.
You can contact your social care worker or their manager. If you live in a residential / nursing home or attend any activity organised by the Council you can talk to the staff or manager of the service.
We hope that in most cases your problem or complaint can be sorted out directly with the member staff providing your service.
It is important to us to try and sort things out for you as quickly as possible.
If we can do this on the spot then that is what we will aim to do. If this is not possible we will acknowledge your complaint within three working days of receiving it.
We will contact you to discuss your complaint and what you want to happen as a result of making it. We will 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 time scales with you.
If following the written response to your complaint you remain unhappy, then you
will be given an opportunity to discuss your dissatisfaction with the Complaints Manager and we will consider the best way forward.
Download our Complaints Service Standards.
Your complaint will be dealt with following the guidelines set out in our complaints procedure.
If it has not been possible to resolve your complaint satisfactorily, you can contact the Local Government Ombudsman.
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Tel: 0845 602 1983
Fax: 024 7682 0001
Email: advice@lgo.org.uk
Or for more information go to their website: www.lgo.org.uk
There are several organisations that will provide advice and support in making a complaint. Some of them are listed below.
However, this list is not exhaustive and the Complaints Manager can provide further information about advocacy support.
Akwaaba Ayeh
40 Chandos Street
Leicester LE2 1BL
Tel: 0116 247 1525
Alzheimer’s Society
Leicester City Office
The Lodge, 46 Humberstone Gate
Leicester LE1 3PJ
Tel: 0116 251 0366/262 7937
Carers of Leicestershire Advocacy & Support Project (CLASP)
Unit 19, 4th Floor
Matrix House
7 Constitution Hill
Leicester LE1 1PL
Tel: 0116 251 0999
Leicestershire Action for Mental Health
Project (LAMP)
65 Regent Road
Leicester LE1 6YF
Tel: 0116 255 6286
Leicester Community Legal Advice Centre
60 Charles Street
Leicester LE1 1FB
Tel: 0116 242 6720
Leicestershire Ethnic Elderly
Advocacy Project (LEEAP)
33 Chandos Street
Leicester LE2 1BL
Tel: 0116 275 5515
As well as telling us when things go wrong we would like to hear when we have got things right. You can contact us using the details above.
