Complaints and feedback

Start a complaint about adult social care now

You can also:

• call 020 7525 3977
• email sscomplaints@southwark.gov.uk 

In your complaint you need to:

• tell us the names of relevant officers and teams if you have them
• tell us any important dates or approximate dates
• consider and tell us what result you’d like

If you want to talk over your options, or need some extra help, call the adult social care complaints team on 020 7525 3977.

Find out more about how to contact us to make a complaint about adult social care services.

Before making a complaint about adult social care, talk to the adult services team about what has gone wrong. They may be able to fix the issue quickly.

What happens when you contact us  

When you contact us to make a complaint about adult social care we will:

• give you information about the adult social care complaints process and support you to make a complaint
• give you information about others who might be able to help
• keep you up to date as the investigation progresses
• talk to you about timescales

Anything you tell us will only be shared with those who need to be told.

Other organisations you can contact

Local Government and Social Care Ombudsman

The Ombudsman is the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. This is a free service. They investigate complaints in a fair and independent way and they do not take sides.

NHS: Patient Advice and Liaison Service

The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. It provides a point of contact for patients, their families and their carers. You can find officers from PALS in your local hospital.

If you're unhappy with an NHS service, complain to the provider first, such as your GP, dentist, hospital or pharmacist. 

The Advocacy People

An independent advocacy provider with more specialist expertise in matters covered by the Care Act. Call them for advice and support as follows:

The Advocacy People, PO Box 375, Hastings, TN34 9HU

Call: 0330 440 9000

www.theadvocacypeople.org.uk

Southwark Wellbeing Hub

The Southwark Wellbeing Hub is a service providing information and support to anyone living in Southwark who is worried about their wellbeing, or that of someone close to them.

• call: 0203 751 9684
• email: southwarkhub@together-uk.org
• text: ‘HUB1’ and your query to 82727