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Adult Social Care Statutory Complaints

If you've received a good service from one of our officers or if you think we could have done things better, we want to hear from you. You can share your views in any way, with any officer. All our officers are aware of the complaints process and can pass details of your complaint to the appropriate person.

You can submit positive feedback, a comment (such as a suggestion or general feedback) or make a complaint by completing our online form.

Submit a customer feedback or complaints form

Alternatively, you can email foiandcomplaints@stockton.gov.uk or telephone on 01642 527521 between 9am to 4pm, Monday to Friday. You can write to us at: Information Governance Team, Corporate Services, Stockton-on-Tees Borough Council, Dunedin House, Columbia Drive, Thornaby, Stockton-on-Tees, TS17 6BJ.

Our aim is to make the complaints process simple, fair, and accessible. We welcome feedback because it helps us improve the quality of care and support we provide. We will make reasonable adjustments for those who may need to access the complaints process.

Our approach

Let us know about your experience with the adult social care service and we will work with you to determine the best way to resolve this. If another organisation is involved, such as the National Health Service, and you give your consent, we will work together with them to resolve your complaint. Our approach is in line with The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. Complaints not covered by these regulations will be addressed within the council's Corporate Complaints Process, more information about that process can be found on our customer feedback and complaints page. 

Service commissioned by adult services

Complaints about a service arranged by us (for instance, a care home or domiciliary care service) should be raised with the service provider in the first instance. If the issue cannot be easily resolved, the council can consider the complaint and will investigate it if it is appropriate. 

Safeguarding adults

If a complaint raises concern that an adult may be at risk of abuse or neglect, this may lead to the safeguarding adults' procedure starting. Under these circumstances, we will not investigate the same concerns in the complaints process. Once the safeguarding enquiry has finished, and if you remain dissatisfied, the council can consider the best way to progress them at that time. Further information regarding adult safeguarding can be found by visiting safeguarding adults. 

Expectations of complaint's behaviour 

The council appreciates that complaints are sensitive in nature and that you will feel passionate about your concerns and will want to share this with the council. Our officers should always treat you with respect as an individual, listen to your concerns and provide you with the information as necessary. 

We expect you to also always behave in a respectful manner through the process. This involves not using unacceptable language, derogatory terms, being personal in nature or threatening, either verbally or in correspondence. If you decide not to behave in a respectful manner, the council will take appropriate action to support and protect its employees. The council has considered the guidance and good practice advice provided by the Local Government and Social Care Ombudsman in dealing with these matters. 

We can assure you that making a complaint will:

  • not affect the service you receive
  • not mean you will be labelled a troublemaker
  • not mean you will be singled out or mistreated

If you are afraid that any of these things may happen to you and would like to talk to someone confidentially, then please contact the Information Governance Team. 

Who can complain

You can use the adult social care complaints process if you receive a service, or are a parent, carer, relative or anyone else who has sufficient interest in the person who uses the service's welfare. 

Time limit for raising a complaint

You should make your complaint within 12 months of the incident about which you want to complain. We can in some instances consider your complaint if the incident occurred more than 12 months ago. We will inform you upon receipt of your complaint. 

The process

We will record and acknowledge your complaint. We will try to resolve it as quickly as possible and stay in regular contact with you to keep you up to date about its progress. 

We will pass your concerns to the relevant head of service for consideration. 

We will talk to you to make sure we really understand the issues you have raised, how they have affected you and what you want to happen to resolve the issues. 

We will use this information to agree a plan of how we will deal with your complaint. The plan will say who will respond to your complaint, identify any support you need during the process, and how long it will take to provide you with a response. As your complaint progresses, we may need to update the plan but we will talk to you before we do this. 

Responding to complaints

Your complaint will be sent to the appropriate officer to look in to the issue you have raised. Your complaint will only be shown to those people that need to know about it in order that we can resolved the problem. 

The investigating officer will review records, speak with staff and gather all necessary information. They may contact you to clarify details or discuss progress. You will receive a written response that explains our findings, decisions, and any actions we will take as a result of your complaint. 

We keep all complaint information confidential and only share it where necessary to investigate or resolve your concerns. 

Learning from complaints

The Council uses the data and learning from complaints to drive service improvements, update procedures, and provide feedback to staff so that issues do not happen again. 

Support to make your complaint

If you want to share your views with the council about a service we provide, but need some support to do this, you can ask someone to act as your advocate. An advocate is someone who can support you to express your views and wishes and can help you to raise a concern or make a complaint. They can contact the council on your behalf if you agree to them doing so. The council will only discuss your concerns with an advocate after you have given your consent for us to do so. 

An advocate's role is to listen to your views and concerns and help you to explore your options. They can provide information to help you make an informed decision, accompany you to meetings and contact us on your behalf. An advocate should not give their opinion, try to make decisions for you or make judgements about you. 

Professional advocacy services can be accessed through some organisations and charities. Friends, family and carers can also act as an advocate. Below are the details of some advocacy services that are available:

The role of the Local Government and Social Care Ombudsman

Should you be unhappy with the way the council has dealt with your complaint you can contact the Local Government and Social Care Ombudsman. The Local Government and Social Care Ombudsman looks at individual complaints about councils and some other organisations providing local public services. It also investigates complaints about all adult social care providers (including care homes and home care agencies) for people who self-fund their care. There are some limits on what the Ombudsman can look at. For example, the Ombudsman may not consider your complaint if they believe you have not been significantly personally affected by the issue you are raising, or if you have a right of appeal to a court or tribunal. They do expect your complaint to have exhausted the council's complaints process before you raise the matter with them. 

The contact details for the Ombudsman are on the Local Government and Social Care Ombudsman website or you can call 0300 061 0614.

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