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Complaints and compliments procedure for families and carers of children & young peopleChildren & Young People Service - December 2009
We want to make sure our services reach the standard you expect but we know sometimes mistakes can happen. If you tell us about our mistakes we can try to put them right and make improvements for everyone who uses our services.
If a child or young person in your family, or who you care for, receives a service from us, and you have comments to make, good or bad, please let us know.
The best way to deal with a complaint is to talk to the manager of the service the child or young person receives. They will work with you to solve the problem so you feel happier with the service you get.
If you don't know who to talk to or do not wish to talk to the service, the Complaints, Comments & Compliments Unit can advise you to make sure your complaint is looked into by the right people in order to provide the best possible outcome.
If you would like to know about Advocacy please contact the Complaints, Comments & Compliments Unit.
If you wish to make a compliment or make a comment about a service, team or individual please contact the Complaints, Comments & Compliments Unit who will acknowledge your views and then pass it on to the relevant service.
Stage 1 problem solvingYou and an appointed officer work together to resolve the problem. Most problems can be dealt with quickly and informally at this stage, which is better for everyone. This stage will normally be completed within 10 working days.
Stage 2 investigationCarried out by a senior officer who has no direct links with the team or individual being complained about. If children or young people are involved, an independent person is appointed to oversee the investigation. This stage will aim to be completed within 25 working days.
Stage 3 review of the stage 2 responseCarried out by a panel of 3 people. The panel will make recommendations and the head of service will write back with his/her decision.
At any time, you have the right to make a complaint to the Local Government Ombudsman (who has been appointed to look at the way that local authority services are provided). Your rights are not affected by this procedure. You can also contact your local MP or councillor
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