Comments, compliments and complaints about adult social care
We need to know what you think about our services so that we can improve them. You may have a concern or a complaint about a service or you may have a comment or compliment to make. We want to hear from you whatever you have to say.
We want to hear from you if
- you receive a service from us
- you receive a service that we’ve arranged for you
- you receive a service that we provide jointly with a health partner
- you are the representative and acting in the interests of someone who receives a service from us
- we have refused to provide or arrange a service for you, which you believe you are entitled to
If you have a complaint about a social care service you have arranged and pay for yourself, you should make contact with the Local Government Ombudsman. You can call the Local Government Ombudsman Advice Team on 0300 061 0614 or 0845 602 1983 from 8.30am to 5.00pm, Monday to Friday.
How to contact us
You can get in touch with:
- the worker or manager of the service concerned
- any of our adult social services offices
- the city council’s complaints line
- the customer care unit in Community, Health and Social Care.
You can contact us yourself or get someone to help you. If you need help there are advocacy organisations that can help you. We will provide you with information about the most appropriate organisation for your situation.
What happens next?
When you contact us we will acknowledge your contact by telephone or letter within four working days. We will arrange to speak or meet you to listen to your problem or concerns. We will agree with you an action plan to look into the issues in detail, set timescales and identify an investigator for your complaint.
We will respond to you in the way we agreed with you. We will provide you with all the information you need about the issues you have raised and we will try to offer you a resolution.
Your feedback about our services gives us a opportunity to learn and improve. We will let you know what actions we take as a result of our enquiries into the issues you raised.
After we have looked in detail at your complaint, if you are unhappy with the way we have dealt with the matter, you can contact the Local Government Ombudsman. We will provide you with whatever help we can.
Customer care unit
Community, Health and Social Care
Telephone: 0161 793 2025
Email: linda.johnson@salford.gov.uk
Complaints line
Salford City Council
Telephone: 0161 909 6540
This page was last updated on 9 November 2011
