We try to make sure that we provide a high-quality service and sort out problems straight away wherever possible, but we know there may be times when you are not satisfied.
Tell us about a problem for the first time
Please speak to your allocated worker and their manager in the first instance.
If you weren't able to resolve the problem this way, you can make a formal appeal.
Make a formal appeal
You should do this within 14 days of receiving our decision. If there are any circumstances that have caused a delay in you lodging your appeal, you can discuss this further with the complaints team.
The following issues can be dealt with through the formal appeals process:
- eligibility – our decision whether you are eligible to receive funded care support, or what needs we should meet.
- assessment – the results of our assessment of your needs.
- support plan – the level of choice you have about how the outcomes set out in your support plan are met.
- personal budget – the amount of money allocated to meet your needs.
- review – outcome of a review of the care and support plan.
You or someone acting on your behalf will need to make a formal appeal via our complaints team.
To contact our complaints team, please fill in the online form: Make a formal complaint. When filling in the form, please state that you are making an appeal. You will need to clearly set out the issues that you are appealing about.
You can also:
- email: complaints@merton.gov.uk
- write to: Complaints Team, Merton Civic Centre, London Road, Morden, SM4 5DX
- telephone: 020 8545 3060 at the following times. We may ask you to confirm the details of your complaint in writing or by email.
- Monday 10am to 3pm
- Tuesday 8am to 5pm
- Wednesday 10am to 3pm
- Thursday 10am to 3pm
- Friday 10am to 3pm
What happens next
We'll acknowledge your appeal within 3 working days and give you a reference number.
The relevant service team will investigate this and send you a response. This normally takes up to 20 working days.
Most appeals are resolved at this stage.
If you are still unhappy with our response, you can complain to the Local Government and Social Care Ombudsman.