We welcome your feedback - good or bad - about your experience of care as this helps us to keep improving services.
We believe you should receive the best possible service that is responsive and appropriate to your needs and have the opportunity to take part in making them better.
If you're happy with a service you're received or a particular member of staff, then let us know. Please send your compliments to:
Complaints and Information Manager
2 Bristol Avenue
Colindale NW9 4EW
Telephone: 020 8359 4299
Complaints about service providers
If you want to make a complaint about a service you receive from a support or care provider, including a care home, you should tell the service provider directly using their complaints procedure.
If you have made a complaint to a service provider and are unhappy with their investigation or the outcome you can contact us. We will then consider handling the complaint on your behalf.
Complaints about services funded by Barnet Council
To make a complaint you can:
- email firstname.lastname@example.org
- speak to your social worker or the manager of the service you are complaining about
How we manage your complaint
We aim to acknowledge your complaint no later than 3 working days after receipt and contact you to understand the issues or concerns raised.
All new complaints will be assessed in relation of their seriousness and how likely the issue is to recur, so that appropriate and proportionate action can be taken in response. We will agree with you a suitable time to response to your complaint. We aim to respond to most complaints within 20 working days.
If you are dissatisfied with the outcome of your complaint, please let us know within 20 working days. We will contact you to discuss options available to seek a resolution, which include:
- obtaining a second opinion
- meeting to discuss matters
- arranging for mediation or an independent investigation.
Appealing to the Local Government Ombudsman
If we have not been able to resolve your issues for you and you remain dissatisfied at the end of our complaints process, then you may appeal directly to the Local Government Ombudsman(LGO)
Tel: 0300 061 0614
The LGO provides a free, independent and impartial complaints service for people who use social care services, whether they fund and arrange their own care or they receive funding from their local council.
Download the Adults and Communities Complaints Procedure (PDF).
Help with making a complaint
Follow our easy read leaflet (PDF) that can help you to make a complaint.
Barnet Mencap can help you to make complaints and follow them through, and support you in speaking up for yourself and attend meetings with you.
Annual Complaints Reports
We publish our annual complaints reports on our Open Data portal.
Concerns about abuse or ill-treatment
If you are suffering abuse or you are concerned about a vulnerable adult at risk or suffering abuse don't keep it to yourself.
- Call Social Care Direct on 020 8359 5000.
- If the person is in immediate danger or needs medical treatment please contact the police or an ambulance on 999.
- For more information and advice on abuse visit our Keeping Adults Safe pages
Healthwatch Barnet is part of the nationwide Healthwatch England network.
It helps residents get the best out of their local health and social care services by listening actively to their views and liaising with health and council services to make sure these views are heard and acted upon. It also provides information and signposting about local health and social care services.
Whether you have had a good or bad experience of social care services, you can share your views with the Care Quality Commission. They are responsible for inspecting services and publishing the results to help people to make decisions about their care.