Complaining about your care charges
Make a complaint to our Income Services Team (email: incomeservices@york.gov.uk or telephone: 01904 552044) if you (or your representative) disagree with:
- how your care charge has been calculated
- the amount of the charge
If you dispute how your financial assessment has been calculated our first step is to ensure that the assessment is correct.
An officer (independent of the dispute) will reassess the information provided at the time of the assessment, and any information omitted will also be considered. However, we're under no obligation to backdate the outcome; the only exception is where benefit income has stopped, (and will not be re-instated) without your prior knowledge.
If the disputed assessment is correct, complaints about the level of charge are subject to the Care and Support Complaints Procedure as set out in the Local Authority Social Services and NHS Complaints Regulations 2009.
If your complaint relates to a deferred payment agreement, where we're providing you with a loan secured against an asset other than land or property, this loan is regulated by the Financial Conduct Authority.
Find out about making a complaint that's not related to your financial assessment.
Also see
Adult Social Care Community Team
Telephone: 01904 555111, Textphone: 07534 437804
Adult Social Care Emergency Duty Team
Contact the Emergency Duty Team for assistance.