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.
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Complaints and feedback
Find out the different ways to make a complaint or give feedback about certain council services.
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Make a complaint about adult social care services
Contact 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.
You can ask the complaints team to do this for you (this is known as ‘representation’).
If that does not work or you feel a formal complaint is more appropriate, the complaints team will:
- give you information about the about 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.
You can make a complaint about adult social care by:
- calling 020 7525 3977
- using the online form
- emailing 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
Find out more about how to contact us to make a complaint about adult social care services.
There are other organisations you can contact.
Local Government and Social Care Ombudsman
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
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