Care leaver complaints
If you’re unhappy about something to do with your care, you should tell your social worker, personal advisor (PA) or their managers initially.
If you feel that people aren’t listening to you, you can make a complaint.
You might make a complaint because you feel:
- you haven’t been treated fairly
- that someone involved in your care isn’t listening to you
You can make the complaint yourself or ask an advocate to support you.
How to make a complaint
You can make a formal complaint:
Online
The easiest way to make a complaint is online.
Post
You can write to Customer Feedback, Derby City Council, Council House, Corporation Street, Derby, DE1 2FS. Alternatively, you can download and complete the Have your say form and return it in the post.
There are also paper complaints forms available from our reception area.
Telephone
You can telephone 01332 640000.
Deaf people can text 07774 333 412
In person
You can also visit our offices and speak to one of our customer services advisers.
What happens when you make a complaint
All complaints will be recorded on our system and acknowledged within two working days of when we receive it.
Stage 1
Our aim is to investigate your complaint and give you a full response within 20 working days, however, in more complicated cases we may need a little more time to investigate further.
If you’re not happy with our response, you need to contact us again within 20 working days of our response and let us know why. If we agree that a further investigation is required then the matter will be escalated to stage 2.
Stage 2
Our aim is to further investigate your complaint and give you a full response within 20 working days from the date we receive it.
If you are still not happy with the outcome, you can ask the Local Government and Social Care Ombudsman to look at your complaint. The Ombudsman investigates complaints in a fair and independent way - it does not take sides. It is a free service.
Local Government and Social Care Ombudsman
- Website: www.lgo.org.uk
- Telephone: 0300 061 0614
- Text 'call back' to 0762 481 1595
- Opening hours: Monday to Friday 8.30am to 5.00pm (except public holidays)