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Children's Service - Complaints

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Social Services Complaints Procedure - Adults

If you are not happy about the way social services have treated you, you should tell them how you feel and try to sort things out with them. Ask them why they did what they did. Ask if they could do something else instead.

Talking to someone can often sort your problem out and stop a small worry becoming a big one but if you do not think you can talk to anyone close to you, or talking to someone has not helped and your worry or problem is getting bigger then you can fill out our free postcard that is in our leaflet in order to make a complaint.

This service is available to Children and Young People wishing to complain about Social Care Services and other people who may wish to complain about Children's services.

Procedure

On our Children & Young people leaflet you should fill in the free post card if you want to you can ask someone to contact the complaints manager for you.

The complaints manager will talk to you in private and will try to help you sort the problem out. You can talk to the complaints manager either on your own or with a friend.

Helplines

Children's Rights Worker 01226 779494

Complaints Manager 01226 772433

Opening Times / Locations

The Complaints team at Wellington House are available from 9am to 5pm, Monday to Friday. If we are busy you can leave a message on the answerphone and someone will ring you back as soon as they are free. You can also leave a message after hours and we will ring you back the next day.

How the customer can help

You can help us by trying to talk your problem through first, you can talk to :-

Family, Friend
Social Worker
Residential Worker
Foster Carer
Children's Rights Worker
Independent Visitor

Most importantly the person you talk to should be someone that you trust and feel comfortable with.

Application Form References

Customer is child or young person.

Leaflets

Young Peoples Complaints(.pdf)

Distribution Points

The complaints form is available from most Social Services district offices.

Legislation

The Children Act 1989 is important for you because it says that you have to be protected and gives you certain rights, so if you are unhappy with the way you have been treated then you have the right to complain.

We will try to deal with your complaint as quickly as possible, and we aim to make sure that everything is sorted out within 28 days.If after you and the complaints manager have tried to sort the problem out and you are still unhappy then an independent person will be appointed to help.

An independent person is someone who does not work for Social Services but can help you and the complaints manager to sort out your complaint.

If after this you are still unhappy and feel your problem has not been sorted out then there will be a panel review this is where a group of people meet and talk to you and other people who are trying to sort your problem out. The independent person will be there, and there will be another independent person on the panel. After talking to everybody and listening very carefully to what is being said the panel will make a decision about the best way to sort your complaint out.