Social Care Comments and Complaints

We want you to tell us what you think about our services, we like to know when we are getting things right, but we also need to know when there are problems. If we have made mistakes, or could have done things better, please tell us;

use our online customer feedback form
email socialcarecomplaintsmanager@cheshireeast.gov.uk
write to us at Customer Relations Team, 1^st Floor Macclesfield Town Hall, c/o Delamere House, Delamere St, Crewe, CW1 2LL

What we will do

listen to what you have to say, investigate your concerns and take action where we can
we will make sure that only the people who need to know are involved in investigating your concern and taking action and only relevant information is shared
we will write to you summarising your complaint and tell you who is investigating your complaint, you can contact this person at any time to discuss your concerns
if you tell us about a crime or something that will affect the safety of another person, we cannot keep this confidential – but we can help you to make sure the right people are told and the right action is taken

Responding to complaints

usually we can sort a concern out straight away
complaints requiring a formal response will be responded to within 10 working days
a more complicated complaint may take up to 20 working days for us to investigate. We will let you know if this happens

If you are still unhappy

If you are not happy with our response to your complaint, you can contact the Local Government and Social Care Ombudsman. You have one year after our investigation to do this.

For further information about how we deal with complaints:

Annual reports

Contact the Social Care Team

Contact the Social Care Team