Local authority

You can use the complaints procedure of your local authority if you:

• have been refused an assessment or re-assessment of your needs;
• feel that you are being asked to wait an unreasonable length of time to have your needs assessed;
• don't feel the assessment took into account all your needs;
• feel that the services you are receiving are not meeting your needs;
• have a problem with the way your services are being carried out;
• are being asked to wait a long time for equipment or adaptations; or
• feel your charges for care are unreasonable.

Your local authority should provide you with a leaflet about their complaints procedure and have a complaints officer who can advise you.

There are usually three stages to the complaints procedure:

• informal stage
• formal stage - involving a letter to the named complaints officer or Director of Social Services
• review stage – an independent review of the complaint

If you are not satisfied with the result from this you can complain to your local authority ombudsman.

You can also contact your local councillor or MP. If it is an issue that is affecting many people in the area the local press may be interested. An alternative to the complaints procedure is to contact the monitoring officer atyour council. They are responsible for making sure that the authority is carrying out all its legal obligations.

NHS
You can use the NHS complaints procedure if:

• you have a complaint about the services you receive from the NHS; or
• the NHS is not providing services or equipment to meet your needs.

You usually have to make a complaint within six months of becoming aware that there is a problem.

Each NHS service should have a complaints procedure – ask for a copy. They should also have a member of staff who is responsible for complaints and can explain how the system works.

There are usually two stages to the NHS complaints procedure:

• local resolution - this involves putting in a complaint to the individual NHS service that you are unhappy with (for example your GP surgery, district nurse service, chiropody service, hospital or any other NHS service)
• independent review - you should be told how to ask for an independent review when you receive the letter telling you the outcome of your complaint

If you have gone through the NHS complaints procedure but are not satisfied with the way your complaint has been handled, you can complain to your health service ombudsman.

Further advice
If you would like further advice on how to make a complaint about your local authority or the NHS:

• call SeniorLine; or
• contact your local Citizens Advice Bureau or Age Concern – they may be able to help you to make a complaint.