If you think a vulnerable adult is being abused by a care worker or in a care home report it to Adult Social Care.
We provide a wide range of services, and always strive to make sure that they are both high quality and value for money.
Before making a complaint
The information below may resolve your issue, before considering making a complaint:
Applying for something or to contact a service – see Opening times and contact information.
Environmental issues – overgrown bushes, hedges and trees or grass cutting.
Road problems – including potholes or streetlight issues, see Report a road problem.
District council services – for housing, council tax and bin collections, contact your district council.
Your comments and feedback, both positive and negative, help to make sure our services are working as well as possible for you.
Compliments and feedback
You can pass on a compliment or just submit general comments on our service through our Comments and compliments form.
Making a complaint
Most problems can be resolved by talking through the issue with either the person you’ve been dealing with or their manager. Please read the information below first, if you want to make a complaint about:
Adult social care
If you’re unhappy with the standard of care you, or someone else is getting at:
- home from a care worker or
- a care home
speak to the care worker or manager of the care agency or care home. If you’re not happy with their response: Contact Adult Social Care.
If you’re unhappy about decisions made by Adult Social Care about your care and support, speak to your allocated social care worker or their manager. If you’re not happy with their response, contact the Complaints and Information Team using our online complaints form
Conduct of councillors
Complaints about councillors are dealt with by our Monitoring Officer.
The Monitoring Officer determines whether or not the complaint can be resolved informally. If it cannot be dealt with informally, it could then be referred to the Member Conduct Panel.
If you would like to make a complaint please check the guidance and online councillor complaint form
Schools
We don’t have any role in school complaints, you should contact your child’s school directly. For more information on making a complaint to a school, see Complain about a school.
If your concerns do not relate to any of the above, please complete our:
Leicestershire County Council, County Hall, Glenfield, Leicester, LE3 8RB
Phone: 0116 305 7422
Investigating your complaint
We will write to you within 3 days of receiving your complaint to tell you we have received it. We will tell you who will be investigating it and when you can expect an answer.
We will investigate the complaint and depending on the seriousness of the complaint, we may ask an independent investigator to look at it. We may ask you to meet us and the care provider to find a solution to the problem.
We will write to you to tell you the results of our investigation.
We aim to respond to most complaints within 20 working days but some complex complaints may take longer. The respective complaints policy documents appended on this page set out the maximum timescales for each complaint type.
If you’re not happy with our investigation
Contact the Complaints and Information Team if you’re not happy with the findings of our investigation or how we’ve dealt with your complaint.
The Complaints and Information Team will advise on the appropriate escalation route which will ultimately conclude with the Local Government and Social Care Ombudsman
The Ombudsman will usually expect you to have gone through the council’s complaints process before they can consider your complaint. The council will make it clear when all local stages have been exhausted.
Making a complaint to the council in British Sign Language
British Sign Language video telling you what to do if you want to make a complaint about council services (duration 2:21).