Listening to your concern or complaint

If you're unhappy with our care services in any way, please tell us. We want to know so we can try to put things right.

How to complain about Adult Social Care

There are different ways you can complain to us:

Contact a member of staff

Most complaints can be solved by discussing your problem with a member of staff. If you are unhappy about a service or the way you have been treated, please get in touch with a member of staff you are dealing with in Richmond Adult Social Care or their manager. Please don't be afraid to do so; it will not count against you in any way. If you know the name of the member of staff but not their telephone number, please contact the Adult Social Care Access Team.

Online form

You can make your complaint by using our online complaints form

Contact the Corporate Complaints Manager

You can contact Mr Tony Earl, Corporate Complaints Manager:

Address: Adult and Community Services, London Borough of Richmond upon Thames, 3rd Floor, Civic Centre, 44 York Street, Twickenham, TW1 3BZ
Phone: 020 8891 7937
Email socialservices.complaints@richmond.gov.uk

Complete and post a form

You can complete the form in our complaints leaflet and return it by post to the above address. The leaflets are available at most Council offices and at all places where Adult Social Care services are offered. You can view the leaflet(pdf, 413KB) but please note that, if you download it to use the form, you will need to put it in an addressed envelope and pay for postage yourself.

Please note that the usual time limit for making a complaint is 12 months from the date that you became aware of the problem.

Complaints about health care

If your complaint concerns the NHS or Mental Health Trust, we can pass your complaint on to them. Alternatively, you can get in touch with NHS South West London or their Patient Advice and Liaison Service (PALS), or the South West London and St George's Mental Health NHS Trust, yourself. Their details are as follows:

NHS South West London

Address: 120 The Broadway, Wimbledon, London, SW19 1RH
Phone: 020 8251 1111
Web: www.southwestlondon.nhs.uk

PALS (Richmond Clinical Commissioning Group)

Address: 1st Floor, Civic Centre, 44 York Street, Twickenham TW1 3BZ
Phone: 020 8734 3001
Email: richmondpals@nhs.net

South West London and St George's Mental Health NHS Trust (SWLstG)

Address: Springfield University Hospital, 61 Glenburnie Road, London, SW17 7DJ
Phone: 020 8772 5520 or 020 3513 5000
Email: complaints.manager@swlstg-tr.nhs.uk
Web: www.swlstg-tr.nhs.uk

Joint complaints about Adult Social Care and NHS issues

If your complaint is about both Adult Social Care and NHS issues, please contact either Richmond Council, using one of the options above, or NHS South West London or the Mental Health Trust and we'll work together to give you one combined response.

If we can't resolve your complaint to your satisfaction, we'll give you advice on how to take your complaint to the Local Government Ombudsman.

More Information

• How we deal with your complaint at Richmond Council.
• NHS Choices, How to Complain.
• Visit the government’s website to find out more about legislation.
• Department of Health information on the social care complaints regulations

If you need further information or advice please do not hesitate to get in touch with the Complaints team

British sign language (BSL)

We have BSL videos with sound on complaints.