Stage 1 - Local Resolution
- The team providing the service will deal with your concerns
- They will try to resolve complaints at this stage
- Staff aim to write back to you with a response within 10 working days but this can sometimes be extended to 20 working days
- The Complaints team will offer you an advocate (an advocate is someone who helps you make your complaint)
If you are unhappy with your response at Stage 1 you can take it further, you need to contact the complaints team or Children's Rights Service to do this and ask for a Stage 2 investigation
Stage 2 - Independent Investigation
- An independent investigation will look into your complaint
- Two independent people will be asked to carry out the investigation
- An investigating officer will carry out the investigation and an independent person is involved to ensure the process is fair
- The investigating officer and independent person will ask to meet you to be sure that they understand your complaint
- A report will be written and recommendation will be made about how to put things right, these will be sent to you
Stage 3 - Review Panel
- A review panel looks at whether the independent investigation was carried out fairly
- Three independent people who do not work for Children, Young People & Families Service will look at your complaint and what happened so far
- They will let the Director know what they think we should do
If you are still unhappy you can contact the Local Government Ombudsman.
Don't forget it's OK to complain.
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