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Adult Social Care compliments, comments and complaints

We want to know what you think about Adult Social Care services.

Everyone has the right to expect high quality support and to be treated with dignity and respect. Thanks to people who have taken the time to tell us, which is often the case, and we really appreciate the feedback. However, sometimes this isn't the case. If a person that helps you isn't treating you well, it's important you tell someone. It's not making a fuss. 

If you have a compliment, comment, complaint or a concern about any Adult Social Care service in Leeds, start by talking to a local member of staff or their manager. You can also contact the council using the information below.

How to contact us

  • phone the council customer relations team on 0113 222 4405
  • use the compliments, complaints and feedback form in the Top Tasks section on this page
  • email us using the Contact us form on this page
  • write to us either by letter or by filling in the form on the complaints leaflet and handing it in to any Leeds City Council office, or send it to:
    The Complaints Manager
    Leeds City Council
    Adult Social Care
    2nd Floor Enterprise House
    12 St Pauls Street
    Leeds
    LS1 2LE
  • visit one of our local council offices in person (such as a One Stop Centre)


We can also provide:

  • complaints leaflet and video for deaf people who use British Sign Language, leaflets in Braille, large print and on audio tape
  • leaflets in community languages are available on request.

Getting help to make a social care complaint
Do you feel worried or confused about making a complaint? There are people who can help.

  • you can ask a relative, friend or carer to help you make a complaint, or make a complaint on your behalf
  • visit our 'Advocacy for care and support' page which can be found in the Related Pages section on this page 

Remember, it’s your right to make a complaint and no one will think you are making a fuss.
​​​

We will:

Listen

When you make a complaint we will listen carefully to what you say has happened, how you have been affected and what you would like us to do to put things right. We will talk to you over the phone or meet with you to discuss your complaint.

In all cases we will:

 - ​support you through the complaints process
  - always treat you as an individual acknowledging your right to make a complaint and ensuring that you feel able to complain without any fear of retribution
 - keep your information confidential
  - refer you to Advocacy Services if you feel you need more independent support.

Respond

We aim to fully address the issues that you have raised and in all cases we will:

 - agree with you the format of the reply (e.g. in writing, in person etc)
 - agree with you how the complaint will be dealt with and who will be replying to you
 - acknowledge complaints within 3 working days and agree with you the timescale for a reply. We will keep you informed of any delays
 - tell you the steps you can take if you are not satisfied and provide you with any related relevant information that might help you.​

Improve

We use complaints, compliments and suggestions to look at our services and how we can improve them. In all cases we will:

 - acknowledge our mistakes
 - let you know what we are doing to put things right or to improve your individual service
 - let you know about anything that we have learnt or any wider service improvements we are making as a result of your contact
 - inform you about any improvements we are making in the way we handle complaints and other forms of feedback​.



If you feel that we have not dealt fully with your complaint or you are unhappy with the way it was handled, you can contact the Local Government Ombudsman. There is a link to the website in the External links section.​


 Care Opinion is an independent feedback service where you can share your stories of adult social care. You can comment on your experience, good or bad but don’t forget it is always best to start by talking with those who provide the care.​ The website is in the External links section on this page.


Complaints about services provided by other agencies on our behalf

If you receive a service which is provided on the council’s behalf by a voluntary or independent provider you should make your complaint in the first instance to their local manager. If you feel unable to do this you can contact their complaints manager, who will make a complaint on your behalf.

If you are not satisfied with the response you receive from the independent provider you can request that your complaint be looked at under our procedure. Please contact us using the details above. ​​​​

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