Adults Social Services complaints process | Feedback, complaints & compliments | Sutton Council
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Feedback, complaints & compliments

Adults Social Services complaints process

COVID-19 (Coronavirus) Update:
In line with government guidance, the Local Government and Social Care Ombudsman is not currently accepting new complaints. They will accept complaints again when the situation improves and government guidance changes. You can find the most up-to-date information at www.lgo.org.uk or by listening to the recorded message on 0300 061 0614


We will log and acknowledge your complaint within 3 working days.
We will appoint an investigating officer to look at your complaint and they will:

  • contact you to establish the full facts of your complaint and your desired outcomes
  • discuss the possibility of agreeing an acceptable resolution of your complaint without the need for formal investigation. Under these circumstances, written  confirmation of the resolution will be sent to you
  • Explain what happens next and how long it should take if a full investigation is required

To make a complaint, please email complaints@sutton.gov.uk. Please provide as much detail as possible, attaching any relevent emails, letters that will assist us in investigating your complaint.

If you are submitting a complaint on behalf of someone else, we will need proof of authorisation.

What if you are not happy with the outcome?
You can contact the investigating officer to discuss it further or you can ask the Local Government Ombudsman to help.