If you wish to complain about adult social care services that are provided by the Council, there are two ways to do this:
- contact your care manager or their manager
- contact the Customer Care and Complaints Officer
The Council's Department of Adult and Older People's Services is responsible for providing adult social care services in the borough.
Our complaints procedure should make sure that problems are dealt with quickly, fairly and honestly.
Talk to your care manager or their manager
If you have a problem or complaint then try talking about it with your care manager. You can also talk to their manager.
These people may be able to help you sort the problem out quickly, or they may investigate your complaint and resolve it informally.
You can find contact details for our adult social care teams on this website.
Contact the Customer Care and Complaints Officer
If you don’t want to talk to someone you know about your complaint or problem, you can contact the Customer Care and Complaints Officer at:
Customer Care and Complaints Officer
Adult and Older People’s Services
Greenwich Council
2nd Floor, Riverside House (East)
Woolwich High Street
London SE18 6BU
Email: adults-complaints@greenwich.gov.uk
Tel: 020 8854 2385.
How your complaint will be handled
The Customer Care and Complaints Officer:
- will write to let you know how your complaint is being dealt with.
- may try to find a way to deal with your complaint quickly and informally. If this is not possible an investigating officer may be appointed.
We will then aim to reply to you within 10 working days. (In exceptional circumstances this will be 20 days.)
If you remain unhappy you can contact the Customer Care and Complaints Officer for your complaint to be reviewed.
Is there anything else I should know?
You can withdraw your complaint at any time (but we may still wish to do our own enquiry).
You can ask for support from a friend, someone you trust or an interpreter or enabler. They can help you out at meetings or speak on your behalf if you want them to.
You can also contact your local councillor, Member of Parliament or the Local Government Ombudsman.
The standards you should expect from us
Whenever you have contact with Adult and Older People’s Services, you will be treated with courtesy, honesty and respect.
We will work with you and involve you in decisions, where appropriate.
We will treat everyone equally, fairly and with respect regardless of their race, sexuality, disability, age or gender.
We always welcome and value your opinions and suggestions on how we could improve our services.
If you believe the service has failed you, we would like to hear about it.
Other ways to get in touch
You can print out an adult social care complaints form and return it to us.
If your complaint is not specifically about adult social care services, you make like to choose from a list of other Council complaint forms.