Adult social care complaints are processed according to the Local Authority Social Services and National Health Services Complaint (England) Regulations 2009 statutory complaints procedure.

Complaints that do not meet the requirements of the statutory procedure will be processed as a corporate complaint.

Making a complaint

Contact us if you would like to make a complaint about something that happened in the past 12 months.


Write to us

Sutton Council, Civic Officer, St. Nicholas Way, Sutton SM1 1EA

You should include as much detail as possible, providing any supporting documents such as emails or letters. If you are submitting a complaint on behalf of someone else, we will need proof of authorisation for you to act on their behalf.

Complaints process

If we are unable to resolve your dissatisfaction at the first point of contact, there is a one stage complaints process to follow.

Stage 1

Once you have submitted your complaint, we will let you know that it’s been received within 2 working days. 

Your complaint will be investigated and responded to in writing within 20 working days. On occasion we may need to extend this, if an extension is required, you will be contacted prior to the 20 working day deadline.

The investigating officer may contact you to discuss or clarify certain aspects of your complaint.

If you’re not happy with the final outcome

If you remain unhappy following the final decision on your complaint, you have the right to refer it to the Local Government and Social Care Ombudsman.

Other ways to give feedback

Make a complaint about private or voluntary care services

If you want to complain about a private or voluntary care provider, contact the Care Quality Commission.

Give feedback to Healthwatch Sutton

You can give feedback to Healthwatch Sutton about your experiences of NHS and social care services. They work with NHS leaders to ensure:

  • complaints and feedback are heard
  • improvements are made to care