Complaints and feedback
Making a complaint during the coronavirus outbreak
Before making a complaint about a council service, please visit the relevant section of this website
to view the most recent service update. You can also visit our coronavirus advice and information section.
Due to the impact of coronavirus, there may be a delay in responding to your complaint.
If you have a concern about a vulnerable child or adult please contact Careline.
Make a complaint about adult services & health
It is very important that we know about any problems. If you tell us what is going wrong, that gives us the opportunity to put it right and to make sure that our systems are improved for the future.
How to complain
You can make a complaint using the following options:
Email your complaint to firstname.lastname@example.org, call Careline on 0151 233 3800 to register your complaint, or write to: Customer Insight and Information Team, Liverpool City Council, Adult Services, Cunard Buildings, Water St, L3 1DH.
What happens next?
We will acknowledge your complaint within three working days and try to address your concerns as soon as possible.
We expect to respond to you within 25 working days, but will let you know if our response is likely to take longer.
Local Government Ombudsman
If you are unhappy with our response, you can take your complaint to the Local Government Ombudsman.
Are you looking for support to stand up for yourself or someone you know? Healthwatch Liverpool can direct you to an advocacy service which best meets your needs.
151 Dale Street,
Liverpool L2 2AH
Tel: 0300 77 77 007.
Text: 07842 552 878
- Adult Services and Health Complaints Procedure 2018.
- 2016-17 Annual Adult Services and Health Complaints Report.