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Adult care complaints and praise

We're always looking for ways to improve our services and the following information provides details of how you can contact us with your comments, praise and complaints.


We aim to:

  • acknowledge complaints and enquiries within 3 working days
  • respond within in 10 working days of the acknowledgement

Acknowledgements can be either verbal or in writing. If there's any reason for a delay in responding, we'll write to you explaining this, along with a new time frame.

If you contact the complaints number and leave a message we aim to respond to you within one working day.

Telephone and email remain the quickest ways to liaise with us, but please use whichever of the following options best suits you:

  • fill in the Putting People First leaflet attached to this page
  • email: your.views@derbyshire.gov.uk
  • call the complaints administrator, tel: 01629 532236
  • write to us at:
    Adult Care complaints administrator
    Derbyshire County Council
    FREEPOST DY76
    County Hall
    Matlock
    Derbyshire
    DE4 9BR
  • contact your county councillor
  • if you visit a council office they'll be able to take a message for someone to call you, but it's unlikely anyone will be there to speak to you

If you feel that we have failed to provide a service, acted wrongly or treated you unfairly or discourteously then we want to investigate and put things right.

If you require help with your complaint, you can find out about advocacy support.

If we've responded to your complaint, you can contact the Local Government and Social Care Ombudsman.

Who can complain?

Under the regulations, the following people, or their representative, may complain:

  • a person who receives or who has received services from the council
  • a person affected or likely to be affected by an action, omission or decision of the council

If you need help to make a complaint please see our information about advocacy.

A complaint should be made within 12 months of the occurrence.

If you have a complaint that involves residential care or domiciliary care you can also direct your complaint to the Care Quality Commission (CQC), tel: 03000 616161, email: enquiries@cqc.org.uk or write to:

Care Quality Commission
St Nicholas Building
St Nicholas Street
Newcastle Upon Tyne
NE1 1NB

If your complaint relates to a child please see the children and younger adults complaints procedure or if it relates to another department, please see our corporate complaints procedure.

Information you should tell us

When you make your complaint it will help if you tell the complaints administrator:

  • details of the problem
  • what's already been done to try and sort it out
  • which members of staff you have dealt with
  • what you would like us to do next

How your complaint will be dealt with

Please see the adult care complaints procedure, which is attached to this page, for more details.

Local Government Ombudsman

Should you remain dissatisfied after you've given us the opportunity to look into your concerns, you can contact the Local Government Ombudsman. Call their advice team on tel: 0300 061 0614, or you can write to:

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH