Children and Young People's Service compliments and complaints
We take all compliments and complaints about our services very seriously, they play a vital role in maintaining and improving standards and the quality of service we provide. By listening to children and young people and their parents or carers, and learning from their experiences, we can find out what people really think about the services we provide and look at actions that can be taken to improve. This gives us important insight into how our services are being delivered. We want to hear your views.
Compliments
A compliment is an expression of satisfaction about a staff member or about the standard of service that we provide. We are always glad to hear from people who are satisfied with the service we offer or if you have found a staff member to be helpful.
We are always happy to hear from people who are satisfied with the service we offer or if you have found a staff member to be helpful.
We record all compliments and a copy is sent to the relevant Service Manager to provide feedback to the member of staff or service involved.
Complaints
A complaint is an expression of dissatisfaction about the standard of service that we provide. Sometimes we don't get things right the first time or you might feel that we could have given you a better service.
If you are not happy with the care that you or your child is receiving it is your right to complain. Kirklees Children's Services are committed to resolving complaints with you, we want to be able to resolve your concerns quickly and hear what you have to say. We will always take your complaint seriously and treat your enquiry in confidence.
Get help to make a complaint
If you want someone to help you with your complaint, the Compliments and Complaints Unit will be happy to explain what will happen. They will also be able to put you in touch with an advocate who will help you with your complaint if you want.
How to make a complaint
It is easier and quicker to first raise a complaint directly with the service involved. You should contact the member of staff or office responsible for providing the service you are not happy with as soon as possible and before making a formal complaint. They are in the best position to put things right quickly. If then you are still not happy, please complete the online Children and Young People complaints form
Once you have contacted the service regarding your concerns, if you are still not happy, then you can contact the Childrens Compliments and Complaints Unit to log a formal complaint. You will be allocated a dedicated Complaints Manager who will oversee the management of your complaint. We will always look to the first option of trying to resolve matters under our Local Resolution Stage, unless it is specifically expressed you wouldn't want this.
Please note that if it has been over 12 months since the subject of the complaint came to your attention and you then tell us about it, the council may not consider your complaint. This is in accordance with recommendations made by the Local Government and Social Care Ombudsman.
Make a complaint or compliment
You can contact us in the way that best suits you in person, by phone, by email or by using the form below.
Children and Young People complaints and compliments formAfter you've contacted us
Your complaint details will be passed to the service and the responsible manager to investigate, they will contact you to try and solve your complaint issues.
How we will deal with your complaint
Statutory process
We will give your complaint to a manager to look into. Most problems can be dealt with quickly and informally at this stage, which is better for everyone. Statutory guidelines say we have to deal with your complaint within 10 working days.
If the case is more complex an extra 10 working days is allowed, to permit a more complete response.
If you are not happy with the outcome of your complaint, you can ask to go to the next stage. Someone from the Compliments & Complaints Unit will talk through options and what happens next.
At this point an Investigating Officer is chosen, who does not work in the part of the Children & Young People Service you are complaining about.
They are helped by an Independent Person to make sure the investigation is fair and thorough. They have no direct links with the team or individual being complained about, they may want to meet with you in person to check they understand what your complaint is.
Statutory guidelines say Stage 2 investigations are to be completed in 25 working days, but this timescale can extend to a maximum of 65 working days and if this happens, we will keep you informed.
The independent Review Panel is made up of 3 people who do not work for the Children & Young People Service
The panel will make recommendations and the head of service will write back with his or her decision.
This will be held within 30 working days of receiving the request and will consider the reasons for your continued dissatisfaction.
If, after your complaint has been investigated at Stage 3 of the statutory procedure, you remain unhappy you have the right to refer your complaint to the Local Government Ombudsman
The Compliments & Complaints Unit can advise you on how to do this.
Corporate process
We will give your complaint to a manager to look into. 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.
If the case is more complex an extra 10 working days is allowed, so we can give a more complete response.
If you are not happy with the outcome of your complaint, you can ask to go to the next stage. Someone from the Compliments & Complaints Unit will talk through what happens next.
An investigation is carried out by a Senior Manager who has no direct links with the team or individual being complained about. This is to ensure the investigation at Stage 1 was fair and thorough.
This stage will aim to be completed within 25 working days.
If you are still not happy after this stage, you can ask for your complaint to move to Stage 3.
Someone from the Compliments & Complaints Unit will talk through options and what happens next.
The Corporate Customer Standards Officer, who does not work for the Children & Young People Service will consider the reasons for your continued dissatisfaction.
They will also review the outcome of your complaint at Stage 1 and the investigation at Stage 2.
A response will be provided within 30 working days of receiving the request and recommendations will be made where appropriate regarding the Corporate Customer Standards Officer's decision.
If, after your complaint has been investigated at Stage 3 of the statutory procedure, you remain unhappy you have the right to refer your complaint to the Local Government Ombudsman
Someone from the Compliments & Complaints Unit will talk through options and what happens next.
Contact us
- Post Kirklees Council Children and Young People complaints, FREEPOST, Kirklees 1479, HD1 2HG
- Phone 01484 225140
- Phone text COMPLAIN and your question to 80800
- Email childrens.complaints@kirklees.gov.uk