The Adult Social Care complaints procedure can be used for anyone who wants to make a complaint about the actions, decisions or apparent failings of our Adult Social Care Services, and to allow any other appropriate person to act on their behalf.

How to make a complaint

You can make your complaint using the form on this page.

How will my complaint be handled?

Once we've received your complaint, we will contact you to confirm and ask for your agreement on the following items:

• The details of your complaint - we will make sure that we've included everything and if there is anything missing, you can let us know
• What you would like to see happen as a result
• Who you wish to be the main respondent
• Access any relevant records to investigate your complaint and, if necessary, to share that information with relevant bodies in order to reach a resolution
• A timeline to respond to your complaint

During the investigation of your complaint, we will endeavour to keep you updated on how the investigation is proceeding. If there is likely to be any delay in responding to you, we will contact you and explain why.

What do I do if I'm not happy with the response to my complaint?

If you're not happy with the response to your complaint, you can contact the statutory complaints officer on 01743 210 404 or by e-mail: customer.feedback@shropshire.gov.uk.

The statutory complaints officer can request that a manager independent of the service, but with knowledge of the area being complained about, review the response to you and ensure that all points have been addressed and that the responses given are full, fair and reasonable.

Local Government Ombudsman

If you want to take your complaint further you can contact the Local Government Ombudsman. Follow the link on this page for more information.

The council is legally bound to comply with the procedure.

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