Complaints and feedback

Our complaints policy is about putting the customer at the centre of our efforts to resolve the issues they have raised. We recognise the importance of listening to our customers' experiences and views about our services.

Your views are important to us. We are committed to providing high quality services for local people.

We think we get it right most of the time. However, there are times when things go wrong. If this happens, we want to hear about it so that we can put things right. You have a right to complain, and your complaints can help improve services for everyone.

Who can make a complaint?
The person receiving a service, someone acting on behalf of the customer with their consent, or the next of kin if they do not have capacity to make decisions on their own behalf. 

What can I complain about
A complaint can be made about anything that is connected with the council's social services responsibilities.

If you are not happy with the service you have received, the way you have been treated, or you would like to make a compliment contact:

Customer Care Unit, Ealing Council, 14-16 Uxbridge Rd, Ealing W5 2HL
Tel: (020) 8825 8100

For concerns about children and families services:
Email: complaints_childrens_services@ealing.gov.uk
To find out more, view the children's services complaints policy and procedure or contact the customer care unit.

For concerns about adult services:
Email: complaints_adults_services@ealing.gov.uk
To find out more, view the adults' services complaints policy and procedure or contact the customer care unit.