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Adult care complaints and praise

We're always looking for ways to improve our services and the following information provides details of how you can contact us with your comments, praise and complaints.


Adult care complaints during the coronavirus (COVID-19) pandemic and recovery period

As COVID-19 regulations change we are continuing to provide services in these more restricted times. This is an ongoing situation and service information could change at short notice. We are following government advice and continue to review our services in line with the latest information.

With effect from 29 June 2020 we'll be re-introducing deadlines for responses to complaints and enquiries received and these will be 3 working days for an acknowledgement and 15 working days for a response. This response period can be extended to 30 working days if the issue is a complex one or staff availability affects the ability to fully investigate.

Many staff are now working from home and this makes our access to postal complaints limited. If this is the only way you can contact us then please continue to use the Freepost address and we'll continue to respond as quickly as possible.

Wherever possible please use the complaints administrator email account.

You can still leave a message on the complaints administrator telephone number shown below and this will be converted to an email and forwarded to us to acknowledge. Please leave electronic contact details wherever possible.

If you require help with your complaint, you can find out about advocacy support.

If we've responded to your complaint and you now want to contact the Local Government and Social Care Ombudsman they're re-opening their case work with effect from 29 June 2020.

You can tell us about your comment, praise or complaints:

  • contact any member of staff at any county council office
  • fill in the Putting People First leaflet attached to this page
  • email: your.views@derbyshire.gov.uk
  • call the complaints administrator, tel: 01629 532236
  • write to us at:
    Adult Care complaints administrator
    Derbyshire County Council
    FREEPOST DY76
    County Hall
    Matlock
    Derbyshire
    DE4 9BR
  • contact your county councillor

If you feel that we have failed to provide a service, acted wrongly or treated you unfairly or discourteously then we want to investigate and put things right.

Who can complain?

Under the regulations, the following people, or their representative, may complain:

  • a person who receives or who has received services from the council
  • a person affected or likely to be affected by an action, omission or decision of the council

If you need help to make a complaint please see our information about advocacy.

A complaint should be made within 12 months of the occurrence.

If you have a complaint that involves residential care or domiciliary care you can also direct your complaint to the Care Quality Commission (CQC), tel: 03000 616161, email: enquiries@cqc.org.uk or write to:

Care Quality Commission
St Nicholas Building
St Nicholas Street
Newcastle Upon Tyne
NE1 1NB

If your complaint relates to a child please see the children and younger adults complaints procedure or if it relates to another department, please see our corporate complaints procedure.

Information you should tell us

When you make your complaint it will help if you tell the complaints administrator:

  • details of the problem
  • what's already been done to try and sort it out
  • which members of staff you have dealt with
  • what you would like us to do next

How your complaint will be dealt with

Please see the adult care complaints procedure, which is attached to this page, for more details.

Local Government Ombudsman

Should you remain dissatisfied after you've given us the opportunity to look into your concerns, you can contact the Local Government Ombudsman. Call their advice team on tel: 0300 061 0614 - this line is currently only open from 9am to midday. Or you can write to:

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

An overview of complaints and compliments was received by adult care and contained in our latest annual report which is available on request from your.views@derbyshire.gov.uk or calling the complaints administrator tel: 01629 532236.