We want to provide the best possible services for the people of Derby. To achieve this we have a customer feedback policy and procedure in place to investigate complaints about the services we provide.
If you're not happy with a service we provide please let us know. Then if we've done something wrong, we can either put it right or make changes to stop it happening again.
If you want to discuss a complaint, please contact us.
The Customer Feedback procedure covers most of our services including Children and Adult social care matters. However, we do deal with other complaints - about schools, Derby Homes and councillors - under different procedures. If you need more information about this, contact us.
If you've got a complaint, you should first tell the department that's responsible. The department will try to sort it out and will aim to get back to you within 10 working days.
For complaints regarding Adult Social Care please see our separate Adult Social Care Complaints page.
If you're not happy with the department's response, you can make a formal complaint. This is the first stage of the complaints procedure.
You can make a complaint by:
Please make sure you include your full name, address and telephone number so that we can contact you to discuss your complaint.
When we receive your formal complaint, the Customer Service team will log your complaint on our system and ask a manager in the department to investigate your complaint. It is usually possible for us to respond to a formal complaint in ten working days but, if we need more time to deal with your complaint, we will let you know.
If you're not happy with the response you receive from the manager who investigated your complaint, you can ask us to consider it under the second stage of the complaints procedure. To do this, you have to write and tell us why you are unhappy with the first stage investigation.
Under the second stage of the complaints procedure, the Customer Services team will ask a manager that has not already been involved in your complaint to look over your complaint again to ensure that the initial investigation was carried out properly and effectively.
If you have been through all stages of our complaints procedure and are still unhappy, you can ask the Local Government and Social Care Ombudsman to review your complaint.
The Ombudsman investigates complaints in a fair and independent way - it does not take sides. It is a free service.
The Ombudsman expects you to have given us chance to deal with your complaint, before you contact them. If you have not heard from us within a reasonable time, it may decide to look into your complaint anyway. This is usually up to 12 weeks but can be longer for social care complaints that follow a statutory process.
The Local Government and Social Care Ombudsman is the final stage for complaints about councils and some other organisations providing local public services. It also investigates complaints about all adult social care providers (including care homes and home care agencies) for people who self-fund their care.