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Do you want to get involved or provide feedback?

Help us to get it right - we know that understanding social care and its processes can be very confusing so we aim to give you high quality, easily accessible information to ensure you can make the right choices for you.

Compliments, Comments and Complaints

There are times when we do things well, but there may also be times when things go wrong and you are left unhappy or dissatisfied.  All complaints are handled by our Quality and Complaints team.

We want to hear from you if you have a compliment, comment or complaint about our services

You may have a complaint or compliment about:

  • the kind of services we offer
  • the services you receive
  • how helpful our services are
  • changes to services

Compliments

We recognise and greatly value the importance of any positive feedback from the customers we serve. Therefore, we want to hear from you whenever you feel the service you have received merits praise.

Complaints

If you are not happy with a service then you have the right to complain and be listened to. We will do all we can to resolve your complaint promptly and effectively.

If you make a complaint, we will: 

  • Listen to what you have to say.
  • Respond to you promptly, ensuring you receive a response to the issues you raise.
  • Provide advice and information about how you can pursue a complaint further should you feel you need to do so.

The complaints process

If your complaint cannot be resolved informally you may wish to make a formal complaint. You can do this online, by telephone, in person or in writing by completing the print version of the form below.

  • When you make a complaint we will require your name, contact details and a brief description of the complaint and the service it refers to.
  • If you do not wish to complain yourself, with your permission someone else can do so on your behalf.

Once we have received your complaint:

We will get in touch with you to explain more about the complaint process and to discuss how your complaint will be looked into. 

If you need help communicating with us, we can arrange; large print or braille documentation, translation, text relay service, interpreting and sign language.

View historic Adults Complaints Annual Reports

Adult Social Care - Getting involved

Volunteering opportunities

You may wish to become involved in other ways. Many of the groups offering general support always need volunteers for a range of activities. The Dudley Community Information Directory may offer other opportunities or you could contact the Volunteer Centre.  Find out more about volunteering opportunities

Healthwatch

Healthwatch England makes sure that the overall views and experiences of people who use health and social care services are heard and taken seriously at a local and national level. Healthwatch England leads and supports the Healthwatch network, made up of 152 community-focused local Healthwatch.  Find out more about healthwatch

Dudley Peoples Network

Run by Dudley Healthwatch Dudley Peoples Network is a place to network with people who have similar interests in social care. It also enables you to have discussions about and influence local services and policies. 

Dignity in Dudley

If you are someone who has used Adult Social Care Services or know or care for someone who does we want to hear your views on what Dignity in Care means for you.

The Dignity in Dudley campaign is run by two user led organisations:

  • Dudley Centre for Inclusive Living
  • Disability in Action

It is supported by Dudley Council, Healthwatch Dudley and the National Dignity Council

Making it real

Making it Real is a set of standards which directly relate to the experiences of those who use care and support services or who care for people who do. It is a framework for best practice in personalised care and support and is focused on delivering real change and positive outcomes.

The guidelines for this come from an initiative called Think Local, Act Personal. You can also find out local information at Making it Real in Dudley.