For complaints or feedback about care homes or domiciliary care (care in your own home)
Contact the Customer Liaison Team. This team manage the adult social care statutory complaints procedure at Plymouth City Council.
How to contact them:
Telephone – 01752 307304 where you can leave us a message and we will call you back.
Email - complaints.social.services@plymouth.gov.uk
Address - write to the Customer Liaison Team, Ballard House, West Hoe Road, Plymouth PL1 3BJ
What we need to know
- If you are complaining on behalf of someone else such as a family member we will need consent from them or evidence that you hold Lasting Power of Attorney (LPOA). If the person is unable to consent due to health reasons please contact us and we will advise.
- How the care is funded.
- As many details as you can about what has gone wrong, why and how it made you or your family member feel.
- What you would like to see change as a result of the complaint.
- How the issue could be resolved.
- If you have already raised the complaint to the provider and received a response.
Additional information
- If you want to complain about your own experience of the service provided please contact the Customer Liaison Team as we may still be able to help.
- If you are unsure about which area of social care your complaint relates to or your complaint is about lots of different areas of social care please contact the Customer Liaison Team and we will advise you.
For complaints about Adult Social Workers, Occupational Therapists or Community Health Care
Contact Livewell Southwest Customer Services who manage complaints for these areas of adult social care.
Here’s how to contact them:
Telephone: 01752 435201
Email: customerservicespch@nhs.net
Website: www.livewellsouthwest.co.uk
Safeguarding
If you are concerned that an adult is being abused or is neglecting themselves please do not ignore it, let adult safeguarding know.
Here’s how to contact them;
Telephone: 01752 668000, and choose the Adult Social Care option.
Website: How to report abuse.
Local Government and Social Care Ombudsman (LGSCO)
The Ombudsman is the independent final decision maker about local government and social care complaints. You have the right to approach the Local Government and Social Care Ombudsman at any time if you are dissatisfied with the process. However, the Ombudsman would ordinarily expect the Local Authority to consider the complaint initially and may refer the complaint back to the council for investigation.
Here’s how to contact them;
Telephone: 0300 061 0614
Website: www.lgo.org.uk.
Care Quality Commission (CQC)
This body are the independent regulator of health and social care in England.
They inspect providers and welcome feedback on services. They do not investigate complaints.
Here’s how to contact them;
Website: https://www.cqc.org.uk/contact-us
Privacy Policy
For information about how we will use the information you supply when making a Statutory Complaint and the rights you have in respect to this data see our Privacy Notice.