The council is committed to providing high standards of service. You can help us to do this by telling us when we do something right or when things go wrong.
You can make a complaint about:
- the quality of the service you are receiving
- the way you have been treated
- being given insufficient information or wrong advice
You can download full details of the complaints policy here: Adults Social Care Complaints Legislation [pdf]
Who can make a complaint?
We want to hear from you if you:
- receive a service from us
- are the representative and acting in the interests of someone who receives a service from us
- have been refused a service for which you believe you qualify
You can do this yourself or get a friend or relative to help you.
What can I do if I have paid for my own care or I have used a personal budget?
You can contact the Local Government Ombudsman. They will consider all complaints regardless of how the care has been funded. Their job is to investigate complaints in a fair and independent way. In most cases they will only consider a complaint once the care provider has been given a reasonable opportunity to deal with the situation. It is a free service.
If you need help making a complaint
We understand that some people can find it difficult to complain, or may be nervous or have difficulties speaking and communicating. We will try to help you in any way we can, or put you in touch with someone who can help you to say how you feel.
If you would like some help with your complaint please contact us or one of the organisations below.
Making a complaint
You should start by talking to the member of staff with who you are in direct contact. If that is not possible, or if you are still not happy, you should ask to speak to that person’s manager or the customer service team. Most problems can be sorted out quickly through discussion.
If you are still not satisfied, you may ask for the matter to be investigated as a formal complaint. For this, you should contact either the manager of the service or the customer service manager using the details below.
Putting your complaint in writing can be the clearest way of making your point. If you prefer, you can make your complaint by visiting or telephoning Contact Warrington in the town centre.
What happens next?
When you contact us we will acknowledge your contact within three working days. The appointed investigating officer will then get in touch with you to listen to what you have to say and understand what your problem or concern is. They will agree with you the best way to deal with it and a timescale in which to resolve it.
Your feedback about our services gives us a valuable opportunity to learn and improve. We will let you know what actions we will take as a result of our enquiries into the issues you raised.
Please be assured that the information you give us will be treated in confidence and is covered by the data protection act. However, we may ask for your consent to share information where necessary to resolve any issues you might raise.
Other options open to you
If you are concerned about possible abuse or neglect in a situation, or the quality or safety of services provided, this could be linked to a safeguarding issue. Safeguarding is the name of the process agencies follow to protect vulnerable adults from abuse or neglect. Warrington Borough Council, with partner agencies such as health services and the police, work closely together to do this following clearly agreed procedures.
Abuse is mistreatment by any other person which denies someone the civil and human rights to which everybody is entitled. There are different kinds of abuse such as financial, physical, sexual, psychological, or neglect and it can happen anywhere, even in a person’s own home, in a nursing home or a hospital.
If you feel that someone who is vulnerable is being abused, or is likely to be at risk of abuse, or you yourself are being abused, you can call the Adult Social Care First Response Team.
You can also contact the Care Quality Commission (CQC) about any concerns or complaints. They make sure registered providers, such as care homes or agencies that provide care at home, meet essential standards of care.
For information about registered providers in Warrington, or to make a complaint, you can contact the CQC customer services unit
Telephone: 03000 616161
Fax: 03000 616171
Or in writing
CQC National Customer Service Centre
Newcastle Upon Tyne
At any time you are free to contact your local councillor or Member of Parliament. You can get the names and addresses of councillors from your local library or by visiting the councillor web page.
If your complaint has been fully investigated and you are still not satisfied, you have the right to contact the Local Government Ombudsman who may be able to help.
If you wish to make a complaint then please contact us using one of the methods below
- Use the online complaints form
- Email us at firstname.lastname@example.org
- Phone us on: 01925 443322 or 01925 443111
- Write to the customer service team at: Families and Wellbeing Customer Service Team, Warrington Borough Council, Lower Ground Floor, New Town House, Buttermarket Street, Warrington WA1 2NH
- Visit us at: Contact Warrington, 26-30, Horsemarket Street, Warrington WA1 1XL
If you would like some help with your complaint, please contact us or one of the following:
Warrington Speak Up 1:1 Advocacy
89 Sankey Street
Telephone: 01925 248470
Citizens Advice Bureau
89 Sankey Street
Telephone: 01925 246994