Complaints

At Tower Hamlets we strive to provide good quality social care services for everyone. But things can go wrong. If they do, we need to know so we can put them right and learn from them.

We hope to be able to settle your complaint quickly and informally at your first point of contact. Where this is not possible, the rest of this section explains our complaints procedure.

If you are unhappy with any part of our service, you can make your complaint to the area team manager or telephone the Social Care Services Complaints Unit on freephone 0800 374 176.

A manager will investigate your complaint and reply to you within 15 working days of you contacting us with your initial complaint.

If you wish to take your complaint further, to the formal stage, a manager who is independent of the service you complained about will investigate your complaint.

The address to write to for Social Care Services Complaints is:

The Complaints Officer
Tower Hamlets Social Care Services
Freepost Plus RRBZ-UCYT-ZLRX
Mulberry Place
5 Clove Crescent
London E14 2BG

After you have received a reply from the social services manager, you can ask for a review panel if you are still not satisfied. The panel will look at your complaint and is chaired by an independent person.

If you are not happy with the outcome of the review, you may take your case to the independent watchdog:

The Commission for Local Administration in England
Beverley House
17 Shipton Road
York YO30 5FZ

Tel: 01904 663200
Fax: 01904 663269
Visit: www.direct.gov.uk