Adult Social Care, Public Health and Well-being complaints process
Redbridge Adult Care, Health and Wellbeing is committed to providing the best possible service to its residents. The complaints that we receive are important to help us improve and develop services.
The following provides information to people who want to make a complaint:
- a service you are receiving from Adult Care, Health and Wellbeing or have received and/or
- a decision made by Adult Care, Health and Wellbeing involving an individual
Early resolution
Most concerns can be resolved without making a formal complaint by contacting the member of staff who provides the service or their team manager.
You can tell them your concerns and they will try to find a solution by the end of the next working day.
If the matter is not resolved, you can request that the issue is dealt with as a formal complaint by contacting:
Complaints Manager
Lynton House
4th Floor Front
255-259 High Road
Ilford
Essex
IG1 1NN
Complaints process
What will we do?
Upon receiving your complaint, we'll use the details you have provided to carry out an assessment based on risk. This will help decide the best method for taking your complaint forward.
We'll contact you within three working days to:
- explain the complaints process
- what will happen next
- timescales for a response
- if appropriate, whether you're interested in having an independent advocate to work with you on your complaint
Your complaint will normally be investigated by a manager.
We'll find out the facts about what happened in an orderly and reasonable way.
The manager will collect and consider the evidence which may include interviewing staff and looking at the files. During the investigation, you may be asked whether you're interested in meeting with relevant staff to resolve your complaint.
Once the investigation has been completed, we'll send out a written response to your complaint.
Local resolution
The manager of the service complained about will provide a written response within 20 working days.
Local Government and Social Care Ombudsman
If you remain unhappy following the investigation and final response, you can contact the Local Government and Social Care Ombudsman.
