Complaints Procedure

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.