Feedback about Social Care

Compliments

We are always pleased to receive compliments when we have done something well. You can tell the member of staff who has been working with you, their Team Manager, or Service Manager. If you wish, you can write, or e-mail your compliment.

Comments

Comments and suggestions are particularly welcome as they help us to know what we are doing right and where we could change things to improve our services. We rely on our users to help us to get better at what we do. You can talk to the person who has been working with you, their Team Manager, or the Service Manager. If you prefer, you can write with your comment or suggestion to:

Compliments, Comments and Complaints Administrator
FREEPOST HR368
P.O Box 228
Hereford
HR4 9ZZ

Or e-mail us at feedback@herefordshire.gov.uk

Complaints

The Department of Health has changed the way complaints are being dealt with by Local Authorities and Health Authorities. A new procedure was introduced in April 2009, in order to make it easier for local people to complain about the Council's adult social services or a service within the Health Authority. This new procedure is being developed over the coming months but you can still contact the Customer Insight Unit to discuss your issues.

We know that sometimes things can go wrong and, when they do, you have the right to ask us to sort them out. If this fails, then we have a Complaints procedure and you can make a formal complaint.

You can complain about:

• A service
• A service that you feel should have been given and has not
• An assessment of your needs
• A plan to meet your needs, or a decision you are not happy with
• Any action, attitude or behaviour of a member of staff which has affected you, your children or someone close to you.

Firstly, you should tell the person who has been working with you and give them the opportunity to put things right. You may prefer to speak with their Team Manager.

If you are not happy with the outcome, or feel that the matter is too serious for this informal approach, you should write to the Complaints Administrator.

You can do this by letter to
Freepost HR368
P.O. Box 228
Hereford
HR4 9ZZ

by e-mail to feedback@herefordshire.gov.uk

or by phone on 01432 260535

If you would like to contact us with a Comment, Compliment or Complaint, you can do so by completing our Comments Online form (this can be found by selecting it from the lefthand navigation).

We will acknowledge your complaint within 2 working days and it will be investigated by a senior officer, or an independent person if the Complaints Administrator feels this is the right thing to do. If this does not resolve the complaint to your satisfaction, you can contact the Local Government Ombudsman.

Local Government Ombudsman, The Oaks No 2, Westwood Way, Westwood Business Park, Coventry. CV4 8JB. Tel: 024 7682 0000. Website: www.lgo.org.uk