The aim of the complaints procedure is to protect the rights of all adult social care service users by encouraging a fair and open resolution of individual problems.
It also assists in the overall improvement of service by providing information on the quality of our performance and where improvements can be made.
We aim to provide a flexible, customer focussed approach and work towards resolving your complaint at the first point of contact.
The complaints procedure works on two stages:
Stage 1: Local resolution
Stage 2: Contacting the Local Goverment Ombudsman
Stage One of Leicester City Council’s Statutory Complaints Procedure is based on Local Resolution.
This means that we will try to resolve your complaint as close to where your concerns arose as possible.
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.
It is usually the Manager of the service that will investigate your complaint and respond to you in writing, within a set timescale of us sending you an acknowledgement letter.
On occasions, more time may be needed to investigate your concerns. If so, we will update you on the current situation and agree a revised timescale with you.
Should you remain dissatisfied having received the written response, you should contact the Complaints Manager within twenty working days. The Complaints Manager will then discuss your options further.
Complaints Manager contact details
Our Complaints Manager can advise you on how to make a complaint regarding Adult Social Care services.
You can contact the Complaints Manager by letter, telephone or e-mail.
Complaints Manager
Freepost LE824
Leicester, LE1 7ZP
Tel: 0116 252 8326
Fax: 0116 252 8332
Email: adultsocialcare-complaints@leicester.gov.uk
If you still remain dissatisfied with the outcome, the second stage of the procedure is to contact the Local Government Ombudsman (LGO).
You can contact the LGO at any point of your complaint. However, they would usually ask you to go through the Council’s Complaints procedure in the first instance.
The LGO can consider complaints about things that have gone wrong in the way a Council service has been given or the way a decision has been made, if this has caused problems for you.
Local Government Ombudsman contact details
Local Government Ombudsman
PO Box 4771,
Coventry, CV4 0EH
Tel: 0300 061 0614
Fax: 024 7682 0001
Email: advice@lgo.org.uk
Website: www.lgo.org.uk
