Filing a complaint
Your happiness is our priority, however, if you are unhappy with anything please follow the procedure below.
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Stage one: Local resolution
You can make a complaint:
- verbally (in person or by phone), we will confirm the discussion in an email to you
- in writing
- electronically, for example, via email or text message
We will contact you within five(5) working days of receiving your complaint to find out how you would like it to
be taken forward and investigated. We will also agree an appropriate timescale for our response. When we
look at your complaint, we will aim to:
- find out what happened
- identify what went wrong
- give you the opportunity to discuss the problem with those concerned
- if agreed and possible, rectify the issue
- identify what we can do to avoid similar issues in future
It may be helpful for you to meet with the manager.
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Stage two: Internal review
If you are unhappy with the response you receive from Care Manager , your complaint will be passed to Kay Naidoo (Director). Our aim is resolve all complaints within 28 days.
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Stage three: If you’re not satisfied with the above, you can follow
either of the below:
- If Council funded, the complainant has the right to complain to the Suffolk County Council either via
phone or online (details below).
- If self funded / Private , then contact the local government Ombudsman either via phone or online
(details below).
Suffolk County Council Contact Details
Website:https://www.suffolk.gov.uk/about/
Phone: 0800 917 1109