Verbal complaints that can be resolved within 24 hours
Where possible, an officer or manager receiving your verbal complaint will try to resolve the issue within 24 hours.
However, if you make a verbal complaint and ask for it to be taken through our formal complaints procedure, we will do so.
3 stage complaints procedure for adults
Our 3 stage complaints procedure for adults aims to provide a fair and easy process for you to resolve your complaint.
Stage 1
We will write to you within two working days of receiving your complaint to let you know we have received it. The Service Manager will investigate your complaint and send you a written response within 10 working days.
Stage 2
If you are unhappy with the response to your complaint at Stage 1, write to us and let us know you would like your complaint investigated at Stage 2. You will need to let us know the reasons why you feel your complaint is unresolved.
We will write to you within two working days of receiving your Stage 2 complaint telling you we have received it.
The Head of Service will investigate your complaint and send you a written response within 20 working days.
Stage 3
If you are unhappy with the outcome of your Stage 2 complaint, you can write to the:
Independent Adjudicator
FREEPOST
Lewisham Town Hall
Rushey Green
London
SE6 4RU
We will write to you within two working days of receiving your complaint to let you know we have received it.
The Independent Adjudicator will carry out an independent investigation, and will send you a written response within 30 working days.
If a complaint is complicated, it may take a longer time to reply. The officer responsible for the investigation will write to let you know if this is the case.
There is a different procedure for dealing with some complaints.
Schools
For more information about this go to Complaints about schools
Social Care & Health
For more information about this go to Complaints about social services
Compliments and comments
The service manager will write to you within 10 working days. If you make a compliment about a member of staff, the service manager will bring this to their attention.