Solihull Adult Social Services Compliments and Complaints

It is our intention to provide excellent services, there are times when we do not always get it right. The Complaints process gives you, the customer, the opportunity to formally raise your concerns about the service you receive.

Whatever you tell us we will treat you with respect, and fairness at all times. You don't have to tell the person you want to complain about, you can discuss the issues you have directly with the Complaints Team.

How to make a complaint

Ideally we need your complaint in writing, please give as much detail as you can this will assist us in ensuring that all your issues are responded to. Please send your written complaint to:

Statutory Complaints Team
The Council House
Solihull
B91 9QS

Or you can email the Complaints Team at: statutorycomplaints@solihull.gov.uk

We will confirm that we have received your complaint within three working days.

Who can help me?

If you need some help making a compliment or complaint you could ask your social worker, advocate, family friend or anyone you trust.

What is an advocate and how can I get one?

An advocate is someone who will listen to you, and help you talk to us. If you want to they can be with you while you talk to us or meet us. We will help you find an advocate if you feel you need one.

Please visit our Advocacy webpage for more details.

How we will respond to your complaint?

When we get your complaint we will contact with you to make sure we understand what's making you unhappy. We will then agree how and by when you want your complaints to be responded to.

If you are still unhappy

If you are unhappy with the result/outcome of your complaint you can contact the Local Government Ombudsman who will give you independent advice on your complaint.  The address is:

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Phone:  0300 061 0614 / 0845 602 1983
Fax:    024 76820001
Mobile:  Text "Call Back" to 07624804299
Email:    advice@lgo.org.uk