Bournemouth Council

Adult Social Care Complaints

If you are unhappy with our services, we will look carefully at your complaint

All complaints will be investigated. If you are unhappy with our services, we will look carefully at your complaint and acknowledge this within three working days.

Adult Social Care complaints follow a statutory process. It’s important that you know who you can speak to.

Stages of making a complaint

First, tell the people who provide the service you are unhappy with. They will listen to what you say, and try to correct the problem quickly.

If you are still not happy you'll need to make a formal complaint. To do this ask a member of staff or contact the Adult Complaints Manager by telephone on 01202 458953 or by email to

The Adult Complaints Manager may be able to arrange an advocate to speak up for you and help you make a complaint.

Other organisations can also help. You can get advice from The Citizens Advice Bureau.

What happens next

Within three days of receiving your complaint we'll:

  • Advise or discuss with you how we will deal with the complaint
  • Let you know when you are likely to find out the outcome


How we investigate complaints

There are a number of ways we can look into your complaint, which may include:

  • Asking the relevant team manager to talk through the issues with you or carry out a thorough investigation and send a letter of response
  • Arranging a meeting with you and key people involved in the complaint to discuss the issues
  • Arranging for an independent investigation to take place

We will keep you up to date with how your complaint is progressing.  If your complaint involves both Health and Adult Social Care, one organisation will take responsibility for answering your complaint.

The Local Government Ombudsman

If you’ve made every effort to make a complaint but still haven’t had your problem resolved, you can speak to the Local Government Ombudsman.

In most cases, before the Ombudsman can investigate a complaint, we must have had a chance to answer it through our own complaints system.  

Contact Us


Bournemouth Care Direct

01202 454979


Customer Services Centre

St Stephens Road


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