How to make a complaint about adult social care services.
If you're unhappy with one of our services we would like you to tell us about it. Contacting us won't have a negative effect on the service you receive.
We welcome any feedback that helps us improve and maintain high standards. We will deal with all complaints fairly and sensitively.
Home care providers will provide you with information about how to complain if you're not happy with the service.
Usually, issues can be resolved with a simple phone call to the provider’s office.
You can ask us for help if you receive care from an approved provider and are not satisfied with your complaint response. We can help you to make a complaint or approach a provider on your behalf.
If you still can't resolve your complaint, we can help you change providers or make different arrangements for your care.
You can make a complaint if:
If you have a complaint, you can tell someone you know from the service and they will try to resolve the problem promptly. Alternatively, you can contact the service here.
If you don’t feel the service can resolve your complaint, or if local resolution has failed, you can contact the Customer Feedback Team directly.
If your complaint relates to social care you should expect to receive a response within 25 working days. If your complaint is complex or covers several areas, we may take longer to respond, however, we will tell you if we think this is likely to be the case.
When we receive your complaint we will pass it to a manager for the service you are unhappy with.
The investigating manager will gather and review all the evidence to get a clear picture of what happened.
Once the complaint has been looked into they will write to you to explain the outcome of the investigation and what we intend to do to resolve the problem.
If you are not satisfied with the response you can contact the Customer Feedback Team who will look at the response and your comments and decide if the service needs to do more to put things right. If this is the case we will contact you to tell you what else we intend to do to resolve your complaint. If we believe the service has done all they reasonably can do we will write to advise you of this.
If you are not satisfied with the council’s response to your complaint you have the right to contact the Local Government Ombudsman to discuss your concerns.
If you want to submit a new complaint or compliment, use these forms.
Otherwise, send an email to customerfeedback@brighton-hove.gov.uk.
If you need help to submit your feedback, phone 01273 291 229.
Phone lines are open Monday to Friday 9:30am to 1:30pm. Phone lines are closed on weekends and bank holidays.