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Do you have a complaint, suggestion or compliment about social care services?

 

Social Care Complaints


Tameside Adult Services is committed to providing quality services. We need to hear from you if you have any complaints, suggestions or compliments about the service you receive.

We use this valuable information to help us improve the services we provide for you. We take all complaints seriously and deal with them as quickly as possible.
 

Who can make a complaint, suggestion or compliment?

Anyone who receives a service from Adult Services can make a complaint, suggestion or compliment about that service. Also, anyone who has been refused services can complain about that refusal. Your carer, friend or relative can make a complaint, suggestion or compliment on your behalf.
 

What might you want to complain about?

You can complain about any part of the service you are unhappy about. This may include the quality or the level of service you receive. The complaint must be made within 12 months of the event you are complaining about.
 

What will happen when you complain?

The Council is obliged to have a formal complaints process in place and this is a two stage process. In the first instance your concerns will be considered by the Head of Service with responsibility for the service you are dissatisfied with, for a response within 20 working days.
 

What if you are not happy with the response to your complaint?

If you remain dissatisfied by the response you receive from the Head of Service, or it is not dealt with by the date we have committed to, you may EITHER escalate the matter to stage 2 by complaining in writing to the Assistant Director with responsibility for the service you are unhappy with, OR exercise your right at this point to take your complaint direct to the Local Government and Social Care Ombudsman who is independent of the Council and investigates complaints of maladministration. For advice on making a complaint, or to make a complaint over the telephone, please call the LGO Advice Team on 0300 061 0614, Monday to Friday from 8.30am to 5.00pm.  You can obtain more information about the Local Government Ombudsman and the complaints process from their website https://www.lgo.org.uk/make-a-complaint

If you do decide to escalate the matter to stage 2 and we are unable to resolve matters to your satisfaction and you remain dissatisfied by the Council's final response, you will still have the right to complain to the Local Government Ombudsman.
 
If the complaint is about an agency that are providing your care, we will send details of your complaint to the agency and ask them to respond to you in line with their complaints procedure. Once the agency has dealt with your complaint if you are  unhappy with the outcome, you can ask the Council to consider your complaint OR you have the right to take your complaint direct to the Local Government Ombudsman.
 

How to make a complaint

Make a complaint or compliment by using the contact details below:
 

Contact Information
Contact by Post

TMBC Complaints
Level 4 (Information & Improvement)
PO BOX 317
Ashton under Lyne
OL6 0GS
Contact by Telephone
0161 342 3535