What Do You Think About Our Services?

We want people to be satisfied with the standard of services we provide.

We value your comments, compliments or complaints. This helps us know what we are doing well and where we need to improve.

How Do I Make My Comment, Compliment or Complaint Known?

You can do this by contacting your local Social Services office or your local councillor, in writing, by telephone or in person.

Please use the following links to:

Find your local councillor

Find your local Social Services office

E-Forms

If you would like to make a comment, compliment or complaint via e-mail please click on one of our e-forms below:

Adult Social Services Comments Form

Adult Social Services Complaints Form


If you are aged under 18 and you would like to make a comment, compliment or complaint about services provided to children and young people, please visit the Comments, Compliments and Complaints for Young People page.

We record all comments and compliments and pass them on to our employees so they can learn from your comments and enjoy your compliments.

How Does the Complaints Procedure Works?

Our Complaints Procedure works in three stages.

Stage One

We will record your complaint and pass it straight on to the local manager who will try to resolve it with you. Staff are happy to talk about any concerns with you and you may find that these can easily be resolved by discussing them with the staff who are closely involved with your care or services.

Stage Two

If you are not satisfied with the response you get from us at Stage one of our complaints procedure, then write to:

Adult Social Services

Complaints and Compliance Manager
Room 141
PO BOX 6292
The Council House
Corporation Street
Derby
DE1 2ZL

We will appoint an Adult Social Services Senior Manager to investigate your complaint and make recommendations. They will write to you with the outcome within 28 days, although if a complaint is complex we may need to agree a longer timescale. We will try to investigate the complaint within a maximum of 3 months.

When the complaint concerns services to a child, we appoint an independent person to take part in the investigation who does not work for Social Services. They will form an independent view of how fairly we are dealing with your complaint.

Stage Three

If you are still not happy with the outcome of the investigation, you can ask for a Review Panel to look into it for you. The Review Panel will be made up of a City Councillors and two independent persons. They will review your complaint and how the Adult Social Services Department has dealt with it. You will be invited to attend the Review Panel to talk about your complaint.

Can I Ask Someone For Help and Support?

Yes - you can ask a friend, relative or any other person to help you. If you have any particular needs, contact your local Adult Social Services office.

Can I Take My Complaint Further?

If you use our Complaints Procedure, this does not remove your right to complain to the Local Government Ombudsman. Please ask then Adult Social Services or Derby City Council Complaints Officers for a copy.

Complaints about service provision can also be made directly to:

The Commission for Social Care Inspection
South Point
Cardinal Square
Nottingham Road
Derby
DE1 3QY
Telephone 01332 851800.

Anonymous Complaints

We take anonymous complaints seriously, but it is more difficult to investigate them properly.

Derby City Council Social Services Department Statement of Purpose

To promote independence, increase protection and improve well being for vulnerable children, adults, carers and communities by working in partnership to respond to social care needs.

Contacting Your Local Councillor

If you are unsure who your Local Councillor is or how you can get in touch with them, please telephone Members' Services on 01332 255367.