Sunderland Care and Support has made a commitment to respond to customer feedback, including complaints, positively, and to provide a high standard of response to complainants, no matter what their complaint or how it is reported.

We view complaints, as well as positive feedback, compliments and comments, as a means of identifying how we can promote customer satisfaction and improve our services.

What is a complaint and who can complain?

A complaint is defined as: “An expression of dissatisfaction by one or more members of the public about the Sunderland Care and Support’s action or lack of action or about the standard of a service, (whether that action was taken, or the service provided by the Sunderland Care and Support itself or a person or body acting on behalf of the company) that requires a response”.

What is not classed as a complaint?

The company receives some complaints or other comments about matters which it generally would not be appropriate to consider as a formal complaint. For example, a customer may make a request for, or submit a complaint; regarding a particular service provision and this would not necessarily be considered as a formal complaint.

Can I complain on behalf of someone else?

The company is happy to accept complaints from third parties. A third party is any person or organisation acting on behalf of or making enquiries for the complainant.

How will my complaint be dealt with?

We aim to sort your complaint out as soon as possible on the spot but, if we cannot, the company operates a two-stage process for dealing with complaints.

What happens after my complaint has been investigated?  

We will do our best to resolve your complaints about our services as quickly as possible within our timescales and treat you fairly throughout the process.

What if I am not happy with the outcome?

The Local Government & Social Care Ombudsman has a statutory responsibility for investigating complaints of maladministration about local councils. The Ombudsman will usually only consider a complaint after it has been through the company’s complaints procedure and the customer remains unhappy.