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Make a complaint about adult social care services

It is very important that we know about any problems you have with your adult social care service. If you tell us what is going wrong, it 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 submit your complaint online below.

If you are complaining on behalf of someone else, for example, a relative, carer or friend, we will need proof that the individual has given consent to act on their behalf. Acceptable forms of proof include:

  • a signed letter from the individual authorising you to act on their behalf and their agreement that we can share their personal and sensitive information with you.
  • a copy of any lasting power of attorney certificates demonstrating your legal authority to represent them.

You will be prompted to upload this proof during the online process. We may contact the person you represent to confirm their consent for you to act for them.

Make a complaint online

Read our privacy notice which tells you how we use your data.

If you prefer, call us on 0151 233 3000 or visit a One Stop Shop and speak to an adviser.

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.

If you complain about our services we will:

  • Investigate the complaint fully and write to you with a full response within 25 days or within an agreed timeframe.
  • Tell you what we have done as result of your complaint.
  • Explain the appeals process if you are not happy with the response

Local Government and Social Care Ombudsman

If you are unhappy with our response, you can take your complaint to the Local Government and Social Care Ombudsman.

Advocacy

If you need independent help to complain, you can contact the Liverpool Advocacy Hub.