Comments and Complaints

We have a separate process for dealing with comments or compliments about our social care services.

Leaflets to download
You can download a leaflet which tells you all about the process and includes a form to fill in. There is one leaflet for adults- called 'Your Views Your Services' and one leaflet for children or young people called 'Speak up, speak out'. You can see these by following the links on the right hand side.

If it's not about a social care service....
If you want to make a complaint, or give a comment or compliment about another city council service, you need to use our corporate procedure. To see informtaion about this procedure, follow the link on the right called 'Comments, compliments or complaints about other city council services.'

Why your views are important to us...
The city council's social care services are here to support the people of Stoke-on-Trent. So we want to make sure that the services we provide are meeting  your needs.  Listening to complaints, comments and compliments is one way we make sure that we are providing quality services. And that's why we encourage people to tell us what they think. 

If you are unhappy, we promise to listen and consider how we can improve things for you or for other people in similar circumstances.  Making a comment or a complaint will not disadvantage you in any way or put your services at risk.

Who can make a complaint?
You have a right to complain if you, a family member or someone close to you:

• receives a social care service
• has been refused a service, or
• has been affected by a plan or decision.

How can you tell us what you think?
We aim to solve any problems as quickly as possible.  To help us do this it is best for you to contact the staff you have been dealing with or their manager.

If you prefer, you can complete the yellow centre pages of the 'Your Views, Your Services' booklet. This booklet can be downloaded by following the link at the top of the screen on the right, or you can get it from any social care office or anywhere that social care staff are based, please click here for a list. It guides you through the different stages of the procedure and tells you how to make your views known.

Or you can contact the Complaints and Representations Officer at:

Civic Centre, Glebe Street
Stoke-on-Trent, ST4 1WB
Tel: (01782) 235921
Fax: (01782) 235920
Minicom: (01782) 236133
email: social.services@stoke.gov.uk

Can anyone else help?
Other organisations can help you make your views known and can speak on your behalf. A full list of local and national organisations that can help you is listed in our leaflet, but some of them have websites which we have linked to below.

Stoke-on-Trent Citizens Advice Bureau - they provide free information and advice to help people resolve their legal, money and other problems.

The NSPCC - if you are worried about the safety of a child.

North Staffs Racial Equality Council - offer support for non-english speakers.

The Fostering Network- support for foster carers or children being fostered.

Age Concern- support for older people

Disability Solutions- a local organisation, supporting people with disabilities.