Swindon Borough Council aims to provide good quality services to the public. We welcome compliments, comments and complaints that will allow us to plan improved services in the future. Your comments count.

Feedback on Adult Social Care

If you are pleased with our service, let us know. If you feel unhappy about the service you have received you may want to talk to the member of staff you have been in contact with. Or you may prefer to make your complaint by telephone, letter, e-mail or in person at any SBC reception area or to the Customer Liaison Officer. You can also ask someone you know to help you complain, or get help from an advocate.

Making a complaint does not mean that you will receive less help, or that things will be made difficult for you. We will treat everyone fairly and equally regardless of age, disability, race, culture, or sexual orientation.

If You Complain…First We’ll Try to Resolve Things Informally

We will try to resolve your complaint informally with the manager of the relevant team. You can expect a written response within ten working days.

Independent Investigation

If your concern is not resolved at this stage, or it is complicated, we may ask someone independent to make an investigation. This may take a little longer, but not more than three months.

Independent Review Panel

If you are still not satisfied, following the independent investigation, you can ask for your complaint to be considered by an Independent Review Panel. You will be asked to attend, and you can bring a friend or representative. You need to make your request within 20 days of hearing from the council.

The Panel will consider the complaint and provide a report, and the Director of Social Services will write to you within 20 days of receiving the Panel's report to let you know the Panel’s recommendations and what we will do about it.

Contact

Customer Liaison Officer
Adult Social care
Civic Offices
Euclid Street
Swindon
SN1 2JH

Map showing the location

Tel: 01793 463496
E-mail: yourcommentscount@swindon.gov.uk

The Local Government Ombudsman

If you are dissatisfied with the recommendation made by the Independent review Panel you can take the matter up with the Local Government Ombudsman.

The Local Government Ombundsman:

The Oaks No 2
Westwood Business Park
Coventry
CV4 8JB

Tel: 024 7682 0000
Fax: 024 7682 0001
Website: www.lgo.org.uk

Feedback on Housing Services

Housing Information and Complaints Officer:

Swindon Borough Council
Civic Offices
Euclid Street
Swindon
SN1 2JH

Map showing the location

Tel: 01793 464427

Feedback on Care Homes

Registered care homes are required by law to have a complaints procedure, and should be able to provide information to service users and their relatives on how to complain.

Commission for Social Care Inspection (CSCI)

You can also complain directly to the Commission for Social Care Inspection local area offices, by phone or in writing.

Contact

CSCI
Colston 33
33 Colston Avenue
Bristol
BS1 4UA

Tel: 01179 307141

Help With Your Complaint

We list many sources of help and support on the website for people who have issues about the care they receive from SBC Adult Social Care or Housing.

See also: Help to Access and Understand Information, Counselling and Support, Choices and Rights and
Legal Advice.