Social Care

Complaints, comments and compliments

We want to hear your views

Barking and Dagenham Adult and Community Services aim to provide services of the highest standard. In order to achieve this we need to involve you and listen to your views.

We welcome compliments, suggestions and complaints so that we can learn from these and improve local services. To contact us you can either download the form ( PDF 327K) or use the online form or telephone the Adult and Community Services Complaints Team.

Children's complaints form PDF 327K

Adults complaints form PDF 178K

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Your right to complain

The Adult and Community Services Department provides a wide range of services. We accept that things can go wrong and if you feel unhappy about the way you have been treated then you have a right to complain.

You will not be victimised

If you make a complaint it will not be held against you and you will not be refused services that you would otherwise have received.

Consent

Family members and/or carers can complain on behalf of service users but where possible should obtain consent from them before making the complaint. If the service user does not wish to complain then we are unable to go against their wishes. If there is a reason why you are unable to obtain consent from the service user please discuss this with the complaints manager on the number above.

How to complain

Stage 1

Firstly talk with the person who is providing the service or their manager and tell them that you wish to make a complaint. Alternatively, you can download the form ( PDF 327K) or use the online form to contact the Adult and Community Services Complaints Manager directly.

Most complaints can be resolved 'on the spot' but we aim to deal with complaints at this stage within 10 working days. If you remain dissatisfied after Stage 1 you can proceed to:

Stage 2

You can download the form ( PDF 327K) or use the online form to notify us or tell the person who has dealt with your complaint earlier that you wish your complaint to go to Stage 2, however Stage 1 must have been completed first. Alternatively you can write to or telephone the Adult and Community Services Complaints Manager.

If you remain dissatisfied after Stage 2 you can proceed to:

Stage 3

An independent review panel will be set up.

You must ask for this within 28 days of receiving the Stage 2 outcome.

Can complaints be taken further?

If you remain dissatisfied after Stage 3 you may contact the Local Government Ombudsman. The Ombudsman is independent and provides a free and confidential service.

Leaflets are available from council buildings or directly from the Ombudsman. The Ombudsman will normally only get involved once the Adult and Community Services procedure has been exhausted.

Assistance in making a complaint

Please let the local worker or manager know if you need translation or interpreting services or if you would like this information in a different format. Or contact the Complaints Manager at the address shown.

Advocacy services

For a list of local advocacy services please contact the customer care section on the above number. Advocacy services will act independently to assist people making comments or complaints about social service.

Feedback complaints form

Children, Adult and Community Services are totally committed in providing a supportive and helpful complaints process. We would be grateful if you would take a few moments to let us have your comments on our online feedback form.

Your comments on your Children, Adults and Community Care Complaints Service - Word 38K