Make your experience count

Warrington adult social services provide many different services for thousands of individuals and families in the Warrington area.

We need feedback about our services
Warrington Borough Council is committed to providing high standards of service. You can help us to do this by telling us when we do things well or badly and by suggesting ways to improve services.

You may not be satisfied, for example, about:

the quality of the service you are receiving
the way you have been treated
being given insufficient information or wrong advice

The best way for us to make improvements is to listen to what you have to say and learn from it. Your comments, good and bad, will be welcomed.

We understand that some people may find it difficult to complain. You many be nervous or have difficulties speaking and communicating. We will try to help you in any way we can or put you in touch with someone who can.

Making a complaint
You should start by explaining your concerns to the member of staff with whom you are in direct contact. If that is not possible, or if you are still not happy, you should ask to speak to that person's manager or the complaints manager. Most problems can be sorted out in a straight forward way, through discussion.

If you are still not satisfied you may ask for the matter to be investigated as a formal complaint. For this you should contact either the manager of the service or the complaints manager at:

Neighbourhood and community services
Bewsey Old School
Lockton Lane
Warrington
WA5 0BF
Telephone: (01925) 444240

Putting your complaint in writing can be the clearest way of making your point. If you prefer, you can make your complaint by visiting or telephoning Contact Warrington based in the town centre.

Who may contact us?
We want to hear from you if you:

receive a service from us
are the representative and acting in the interests of someone who receives a service from us
have been refused a service for which you believe you qualify

You can do this yourself or get a friend or relative to help you.

What happens next?
When you contact us we will acknowledge your contact within three to four working days. We will then get in touch with you to listen to what you have to say and understand what your problem or concern is, either on the telephone or arrange a meeting with you. We will agree with you the best way to deal with the things you have told us and set timescales for doing it.

We will respond to you in the way in which we agreed with you. We will provide you with all the necessary information in relation to the issues you have raised with us and, where appropriate, offer a resolution.

Your feedback about our services gives us a valuable opportunity to learn and improve. We will let you know what actions we will take as a result of our enquiries into the issues you raised.

Please be assured that the information you give us will be treated in confidence and is covered by the Data Protection Act. However we may ask for your consent to share information where necessary to resolve any issues you might raise.

Other options open to you
At any stage you are free to contact your local councillor or Member of Parliament.

If your complaint has been fully investigated and you are still not satisfied, you have the right to contact the Local Government Ombudsman who may be able to help:

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Telephone: 0300 061 0614 or 0845 602 1983
Text 'call back': 0762 480 4299
Email: advice@lgo.org.uk

Contacting the Care Quality Commission
Complaints about services that are registered with the Care Quality Commission (CQC) can be discussed with their local area offices or by calling their customer services unit. Services that are registered with the CQC are care homes and agencies that provide care in your own home. For information about registered providers in Warrington contact the CQC customer services unit at:

Care Quality Commission (CQC)
National Correspondence
PO Box 1258
Newcastle Upon Tyne
NE99 5AU

Telephone: 03000 616161

If you would like help with your complaint please contact us or one of the following:

Warrington Advocacy
The Gateway
89 Sankey Street
Warrington
WA1 1SR

Telephone: (01925) 246889/ 246890/ 246891

Citizens Advice Bureau
The Gateway
89 Sankey Street
Warrington
WA1 1SR

Telephone: (01925) 246994

Last updated 06/03/2010 11:14:09

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