Care and support for adults - your feedback

How to comment, compliment or complain, what happens if you make a complaint, what to do if you're not happy with the outcome, what difference will you make and will staff be dismissed as a result of a complaint.

How do I make a comment, compliment or complaint about adult social care services?

Please contact the customer relations team using one of the methods below:

 Contact method
  Adult Social Care Contact Us form
 (01482) 396422
Customer Relations Team,
East Riding of Yorkshire Council,
County Hall,
HU17 9BA

What happens once I have made a complaint and when can I expect a response?

Your complaint will be confirmed with you, and then allocated to an investigating officer. This person will visit you, if you wish, to discuss the issues you have raised. An agreed timescale for the response to be completed will be made with you, then the investigation commenced.

The report, when completed, will be considered by a senior member of staff who will then write to you with their response to the complaint report. You will also receive the final report at this time. If the original timescales have not been achieved, you will have been informed previously of any delays. 

What happens if I am not happy with the outcome of my complaint?

If you are not happy with the complaint response, you contact the Local Government Ombudsman. However, you will also be given the chance to speak to the investigating officer prior to this action, should you wish to express your dissatisfaction. 

Local Government Ombudsman - contact us (external website) 

What difference will it make if I do make a complaint?

Complaints are always welcomed by the council and these are used to improve the services offered to our customers. At the start of the complaints process, you will always be asked what your preferred outcomes are. This is not always achievable; however, your desired outcomes will be noted within the complaint response.

Will staff be sacked if I make a complaint?

If it was found that a member of staff had not followed the correct procedures whilst dealing with you, this would be dealt with by our internal processes and you may not be told the outcome.

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