We take your views very seriously
It is our policy that all comments, suggestions and complaints are dealt with quickly and effectively.
We shall make every effort to provide the best possible service. However, there may be occasions when people are not happy with the service for whatever reason.
We recognise the right of all Service Users, relatives, representatives and members of staff to inform us of any problems or complaints they may have about the service being provided. We are always looking to improve our services. All comments, suggestions or complaints regardless of how small they may appear will be treated seriously and used to improve the service offered.
All complaints received will be recorded and acknowledged within seven days and will be investigated by the Manager and responded to within fourteen days of receiving the complaint. In the first instance every effort will be made by the Agency Manager to rectify the complaint immediately.
The Manager will make arrangements to discuss the outcome of the investigation with the complainant.
However, if the complaint is not satisfactorily resolved, it should be referred to:
Lancashire County Council Adult Social Care, Fraser House, White Cross South Road, Lancaster LA1 4XQ
Telephone: 0845 053 0009 Website: www.lancashire.gov.uk
Finally you may wish to contact the Care Quality Commission, whose address is:
Care Quality Commission National Correspondence Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Telephone: 03000 616161 Email: firstname.lastname@example.org
Where a Service User is unable to make their wishes known, for whatever reason, there is an Advocacy Service available in East Lancashire. Any costs incurred due to the provision of an advocate should normally be borne by the Service User. The Manager should liaise with the local social services staff who may have a legal duty to act as (or appoint) an advocate. No member of staff in the Agency should act as an advocate for Service User. No member of staff may act as the ‘agent’ or ‘appointee’ for a Service User.