Adult Services complaints

We are committed to providing high quality services for local people and your views are important to us.

If you are receiving social care services, perhaps because of a disability or physical frailty, you may depend on us a great deal.

See below to find out how to inform us if you are unhappy with the service you've received from Adult Services, or how to get in touch to thank us for great service.

Complaints

To make a complaint about the service you've received, please see our complaints procedure.

Alternatively, you can:

• phone: 0800 587 0072 or 020 7361 2661 
• email: ASCCustomerFeedback@westminster.gov.uk

Compliments

It is also useful for us to hear from you when we get things right. Your compliment will help us to be sure we are delivering services of the highest standard.

Please get in touch by:

• phone: 0800 587 0072 or 020 7361 2661 
• email: ASCCustomerFeedback@westminster.gov.uk

Feedback process

The customer feedback team will provide you with a helpful service ensuring that there is no impact on your current service provision or any future decision about the service you receive.

To ensure this, we will:

• go through the details of your comment or complaint and agree a reasonable date for response
• provide you with support if you need help to make a comment or complaint
• explain the complaints process to you
• write to you within 3 working days to let you know who is handling your complaint
• take your comment or complaint seriously and make sure you receive a full and fair response 
• let you know if we need more time and agree an alternative timescale with you
• put things right for you if we can and learn from any mistakes to improve our services 
• advise and support you if your complaint is about another body acting on our behalf

More information

To find out more, please see our Adult Social Care complaints report (2011 – 2012).