Adults and Older People's Services Complaints Procedure
Hackney's Adults and Older People's Services provide a wide range of services for different people and their carers.
Sometimes things can go wrong. Please tell us if you are unhappy with our service, the way you have been treated or with a particular member of staff.
We will decide with you on the best way to resolve your complaint. If another organisation is involved such as the Health Service or a care provider we will work together with them to resolve your complaint.
How to make a complaint:
- Talk to your care manager or their manager in the service you are dealing with
- Alternatively contact the Community Services Complaints and Enquiries Team.
By phone
Please call 020 8356 4720.
By post
Please write to:
Community Services Complaints and Enquiries Team
Hackney Service Centre
1 Hillman Street
E8 1DY
By email
Please email cscomplaints@hackney.gov.uk
You can also complete the Council's online complaints form or fill out the form in the Council's complaints booklet, see download on the right or pick up a booklet in any Council reception.
What happens when we receive your complaint?
We will acknowledge your complaint within three working days.
The Community Services Complaints and Enquiries Team will contact you to agree what should happen next and a timescale for addressing your complaint.
If you need someone to speak on your behalf, you can ask a family member or friend or we can arrange for someone to assist you - this person is called an advocate.
You will receive a written response to your complaint in all cases.
We follow a single stage complaints procedure.
How will your complaint be resolved?
In many cases, issues are resolved in a few days by Community Services Complaints and Enquiries Team talking to the service that is being complained about.
What happens next?
Where a complaint cannot be resolved by talking to the service, we may offer conflict resolution or mediation or ask someone independent to investigate your complaint.
That person will not work in the area you are complaining about. They will write a report with recommendations which will guide the way the complaint is dealt with.
We will do all we can to deal with your complaint quickly and tell you if there are any delays. If you are still unhappy after we have done all we feel we can to resolve your complaint, you may take your complaint to:
The Local Government Ombudsman
PO Box 4771, Coventry CV4 0EH
For the LGO Advice Team call 0300 061 0614 or 0845 602 1983
Page updated: 15 Sep 2010
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