We would like to know that we are getting it right. You may have suggestions to make about ways the service could be improved and we want to hear about these as well. Tell the member of staff you are in contact with.
However, if you are not happy with the service you are getting, we will take your complaint seriously and do something about it if we can.
You may wish to complain about:
- the service you are receiving
- the way you have been treated
- staff being discourteous
- a lack of privacy
- being given wrong advice
There may be other reasons for dissatisfaction too.
Should I complain?
Yes. If you are unhappy about the way the department works please let us know. We are always keen to improve our services.
How do I do this?
Most complaints can be successfully resolved at this stage.
However, if you are still dissatisfied and wish to register a complaint, ask to make a formal complaint. You can make a complaint in writing. If you prefer, ask the person you are dealing with, or their manager, to write the details down and check them back with you.
You can complain in a number of ways:
- by letter
- by telephone
- by contacting the Designated Complaints Manager at the following address:
Department
of Community Services
Wiltshire Council
Bythesea Road
Trowbridge
Wiltshire
BA14
8LE
Fax: 01225 713983
Email: complaints@wiltshire.gov.uk
If you wish, you can ask someone you know to help you make a complaint. We can also provide you with information about independent advocacy services that could give you advice and support.
We want to make our complaints process accessible to everyone and will try to assist with any individual communication needs that you have when you contact us.
What will happen when I complain?
We take all complaints seriously. If you make a complaint we will acknowledge it within 3 working days and agree an appropriate timescale to work with you to resolve your concerns.
Complaining about a Care Home or Care Provider?
The Care Quality Commission is the new health and social care regulator for England. They look at the joined up picture of health and social care. Their aim is to ensure better care for everyone in hospital, in a care home and at home.
Telephone:
03000 616161
Email: enquiries@cqc.org.uk
Website: www.cgc.org.uk
St Nicholas Building
St Nicholas Street
Newcastle
upon Tyne
NE1 1NB
What happens if I am still not satisfied?
If you are still dissatisfied you may want to contact:
The Local Government Ombudsman
Telephone: 0300 061 0614 or 0845 602 1983
Email: advice@lgo.org.uk
By visiting the website www.lgo.org.uk
In writing:
PO
Box 4771
Coventry CV4 0EH
Contact Details (LiveLink)
Multiple Contacts:
eMail: complaints@wiltshire.gov.uk
Telephone: 01225 713953
Out of hours:
Fax:
Postal Address:
Department of Adult & Community Services
Wiltshire
Council
County Hall
Trowbridge
Wiltshire
BA14
8LE
Emergency Duty Service
(In a crisis outside office hours, contact this team for all services)
Telephone:
0845 60 70 888
Text: 01380 728585
Fax: 01380 724008
In Person:
DX:
Related information
Related links
Last updated: 25 February 2011
Join us on Facebook
Join us on Twitter