About Us

Complaint Procedure


We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We assure all Service Users that no-one will be victimised for making a complaint, we encourage Service Users to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage Service Users to comment when relatively minor matters are a problem to them, such as receiving cold food, or being kept waiting without explanation, or being spoken to in a manner that they do not like. It is our policy that all matters which disturb or upset a Service User should be reported, recorded, and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service.

Our commitment is that:

  • All complaints will be taken seriously;
  • All complaints will be acted upon with fairness and impartiality;
  • You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days;
  • If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is;
  • Service Users are entitled to involve an impartial third party in the complaint procedure if they so wish.
  • Service Users and their representatives may take their complaints to persons in authority outside The Agency. For Service Users funded all or in part by Social Services or the Clinical Commissioning Group, complaints may in the first instance be directed to them. For privately funded clients, a range of advocacy services are available locally and they will be happy to help you deal with the complaint. In the event of a serious issue and complaint, you should contact the CQC.




Director of Social Services:

Tower Hamlets Contact the council's social care team:

Mulberry Place (AH) PO Box 55739

5, Clove Crescent London

E14 2BG

Tel: 020 7364 5005

Email: adultcare@towerhamlets.gov.uk

Care Quality Commission:

Care Quality Commission (CQC)

National Correspondence

Citygate, Gallowgate

Newcastle upon Tyne


Tel: 03000 616161 Fax: 03000 616171


London Borough of Waltham forest

Adult Social Care

Waltham Forest Town Hall

Forest Road

Walthamstow E17 4JF

Phone 020 8496 3000

Minicom 020 8496 3010

Fax 020 8496 1813

Email wfdirect@walthamforest.gov.uk


Sutton Business Centre

Restmor Way




Tel: 020 8661 8188

Fax: 020 8669 7100

Email: enquiries@ukhca.co.uk


Local Clinical Commissioning Group:

 2nd FlooAlderney Building,

  Mile End Hospital,


   E1 4DG

 Tel: 020 3688 2500

The Local Government Ombudsman PO Box 4771 Coventry. CV4 0EH

Tel: 0845 602 1983 or 024 7682 1960

Fax: 024 7682 0001