Adult Care

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.

You can tell us about your comment, praise or complaints:

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.

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 (opens in a new window) (CQC), tel: 03000 616161, email: or write to:

Care Quality Commission
St Nicholas Building
St Nicholas Street
Newcastle Upon Tyne

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.

What information should provide us with?

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 will your complaint 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 have given us the opportunity to look into your concerns you can contact the Local Government Ombudsman (opens in a new window) advice team by calling 0845 602193 or text 'call back' to 07624 804323 or by writing to:

Local Government Ombudsman
PO Box 4771

For an overview of complaints dealt with under our adult care complaints procedure and the compliments received by us, please see the latest annual report.

Related documents

The following documents are in Portable Document Format (PDF). You can download software to view PDF documents for free from the Adobe website (opens in a new window)