Comments, compliments and complaints about Adult Social Care and Health
The Local Government Ombudsman (LGO) has new powers to investigate complaints from people who fund and arrange their own care. This means that self-funders now have the right to complain to the LGO, which provides a free, independent and impartial complaints service.
In the past, only service users who had their care funded by the Council would have had access to this independent complaints service. Below is some advice about what you should do if you have a complaint about a social care service:
How to make a complaint
In the first instance, you should complain through the service provider’s complaints procedure. If the issue is not resolved to your satisfaction, then you may:
If self-funded (paid for and arranged privately):
Contact the Local Government Ombudsman’s Office using the following channels:
- Address: The Local Government Ombudsman Advice Team, PO Box 4771, Coventry, CV4 0EH
- Telephone: 0300 061 0614
- Email: advice@lgo.org.uk
- Website: www.lgo.org.uk
If funded by the council:
Complain through Barnet's Adult Social Care and Health Complaints and Representations Procedure. To make a complaint you can:
- speak to your social worker or manager of the service you are complaining about.
- complete an online Complaints/Comments form
- contact the complaints and representations manager on:
- Tel: 020 8359 4299
- Fax: 0870 889 5476
- Textphone: 18002 020 8359 4299
- Write to the complaints and representations manager at:
Adult Social Care and Health
London Borough of Barnet
Freepost NAT 7414
London N20 0BR - Comments, compliments and complaints booklet - June 2011
(PDF: 415KB) - Comments, compliments and complaints booklet - easy read (PDF: 450KB).
Abuse or ill treatment
If your complaint is about abuse or ill treatment, please phone Social Care Direct on 020 8359 5000. If the person is in immediate danger or needs medical treatment please contact the police or call an ambulance (999).
Complaints and Representations Procedure
- Complaints and Representations Procedure - 2009
- Appendix 1 - Unreasonably persistent complainants
- Appendix 2 - Unacceptable behaviour procedure
- Appendix 3 - Risk assessment matrix
- Appendix 4 - Mediation procedure
- Appendix 5 - Complaints recording form
- Appendix 6 - Outline of complaints procedure
- Appendix 7 - Guidance on using relevant complaints procedures Adult Social Care and Health homepage
Other Publications
Email this pageLast modified by: Neha Shah on 07/12/2011