Support for adults - Tell us what you think!

We aim to provide high-quality services for people in Manchester. We want to know how you feel about our services. Your views are important to us and we are working to improve our services by listening and responding to your comments, compliments and complaints.

You can expect that the Directorate for Adults, Health and Wellbeing Customer Care service will:

• Deal with your enquiry/complaint honestly, fairly and politely
• Give prompt and accurate advice and information, and offer resolution where needed
• Respect your right to confidentiality
• Take into account your individual needs
• Keep you informed about what is happening with your enquiry/ complaint
• Listen to what you have to say.

Compliments

We are always happy to hear from anyone who wishes to compliment a member of staff or a service they have received. This tells us when we are getting things right. We will acknowledge your compliments or comments and we will ensure that the member of staff or service knows their work is appreciated.

Comments and Enquiries

Any comments or enquiries you may have about your service should be directed initially to the service concerned, as they will be in the best position to respond quickly and efficiently. If you do not feel this is appropriate or are unsure who to contact, please get in touch with the customer care team.

Complaints

We aim to resolve your complaints quickly and efficiently and learn from the complaints you make.

You may want to complain about any aspect of the service that we did or did not deliver or if you think you have been unfairly treated because of your race, religion, age, disability, sex or sexuality.

Complaints Procedure

When we receive your complaint we will send you an acknowledgement within three working days. We will keep you updated at all stages of your complaint.

We will make contact with you to discuss your concerns and agree the best way of resolving them for you.

We aim to complete the investigation and send a response to you within 15 working days from when the complaint was received. If your complaint is complex it may take us longer to resolve. However, we will keep in contact with you to ensure you are kept updated and you are satisfied with our progress.

Once we have investigated, if you feel we have been unable to resolve your complaint for you, you can contact the Local Government Ombudsman. This is a free service that looks into complaints about councils, but in most cases you do need to go through our own complaints procedure first. You can call the LGO Advice Team on 0300 061 0614 or vist the website: http://www.lgo.org.uk/

You can download a leaflet about how we deal with complaints, and a Customer Feedback Form, if you want to. Or, you can fill out a form online which is quicker and easier.

You can also see our annual reports of performance for previous years.