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The Adult Social Care Complaints Procedure | The Complaints Process | Birmingham City Council

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The Adult Social Care Complaints Procedure

Complaints, Freedom of Information Requests, Subject Access Requests, Performance Data Requests to Birmingham City Council

This procedure is based on a two staged process.

Go to the Comments, compliments and complaints form page

Alternatively download our complaints leaflet or interactive form.

Download Adult statutory complaints leaflet

Download Adult statutory complaints form

Stage 1

The council will nominate an appropriate officer to respond to the complaint. All Stage 1 complaints should be acknowledged within three working days and a full written reply sent within 20 working days.

Stage 2

If you, as the customer, are dissatisfied with the outcome of the Stage 1 investigation, you can request the council arrange for the complaint to be reviewed by a senior manager.

All Stage 2 complaints should be responded to within 20 working days.

Unhappy with your response

You will be told when you have exhausted the council’s complaints procedure. If you are still unhappy with the response received, you may want to ask the Local Government and Social Care Ombudsman to consider your complaint. They can be contacted by visiting the Local Government and Social Care Ombudsman website.