Adult Social Care, Public Health and Well-being complaints
Adult Care, Public Health and Well-being
Redbridge Adult Care, Health and Wellbeing is committed to providing the best possible service to its residents. The complaints that we receive are important to help us improve and develop services.
The following provides information to people who want to make a complaint:
- a service you are receiving from Adult Care, Health and Wellbeing or have received and/or
- a decision made by Adult Care, Health and Wellbeing involving an individual
Early Resolution
Most concerns can be resolved without making a formal complaint by contacting the member of staff who provides the service or their team manager. You can tell them your concerns and they will try to find a solution by the end of the next working day. If the matter is not resolved by the end of the next working day, you can request the issues to be dealt with as a formal complaint by contacting the Complaints Manager at the following:
Complaints Manager
Lynton House
4th Floor Front
255-259 High Road
Ilford
Essex
IG1 1NN
To contact the Complaints manager, email or complete our online form.
Complaints Process
What will the Complaints Manager do?
Upon receiving your complaint, the Complaints Manager will use the details you have provided to carry out an assessment based on risk. This will help decide the best method for taking your complaint forward.
The Complaints Manager will then contact you within three working days to explain the complaints process, what will happen next, the timescales for a response and, if appropriate, whether you are interested in having an independent advocate work with you on your complaint.
Your complaint will normally be investigated by a manager.
The manager will find out the facts about what happened in an orderly and reasonable way. The manager will collect and consider the evidence which may include interviewing staff and looking at the files. During the investigation, you may be asked whether you are interested in meeting with relevant staff to resolve your complaint. Once the investigation has been completed, the manager will send out a written response to your complaint.
Local Resolution
The Manager of the service complained about will provide a written response within 20 working days.
Local Government and Social Care Ombudsman
Should you remain unhappy following the Investigation and final response your next step is to contact the Local Government and Social Care Ombudsman.
