West Berkshire Council

Adult Social Care Comments and Complaints

Complaining about or commenting on our services

We aim to provide you with the best service and we like to know when we are getting it right. We also recognise that, at times, things can go wrong. When they do, we want to put things right quickly, and use the experience to improve our services and prevent future problems.

If you would like to complain, our Complaints Manager will explain the process and help you to make your complaint. However, talking to the Complaints Manager does not mean that you have to make a formal complaint.

We will decide with you on the best way to resolve your complaint, and if another organisation is involved, such as a care provider, we will also include them.   

Please view our pdf icon 'Listening to Your Views - How to Complain About or Comment on Adult Social Care Services' leaflet [248kb] for a summary of our complaints process.

We also provide an pdf icon Easy Read version of our complaints leaflet. [240kb].

How to make a complaint

If you would like to make a complaint, you can:

Please note: we cannot investigate complaints that are 12 months old or over, or complaints that have already been through the complaints process.

What happens when we receive your complaint?  

We will acknowledge receipt of your formal complaint within three working days.  

Our Adult Complaints Manager will contact you to agree what should happen next and decide a timescale for addressing your complaint. During the complaints process, we will not take sides and will treat you fairly and equally.

If we have been unable to resolve your complaint informally, we will agree with you how your complaint will be handled and what we will do to try and resolve it.

In all cases you will receive a written response to your complaint. 

If you are not satisfied once we have completed our investigation, you can ask the Local Government Ombudsman to look at your case. They are completely independent of West Berkshire Council.

Assistance (Advocacy)

If you need someone to speak on your behalf, you can ask a family member or friend, or we can arrange for someone to assist you - this person is called an advocate

If you are complaining on behalf of someone who is unable to make the complaint themselves, then we will want to understand their view of the issues you are raising.

Who To Contact

Contact details for West Berkshire Council's Adult Social Care complaints team

01635 503391