Children and Young People's Service compliments and complaints

How to make a complaint

• Contact the person or office responsible for providing the service you are not happy with. They are in the best position to put things right quickly.
• If you are still not happy, fill in the online Children and Young People complaints form
• If you're still not happy, contact our Complaints Team

Help to make make a complaint

If you want someone to help you with your complaint, the Complaints, Comments & Compliments 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 we will deal with your complaint

Stage 1 of the complaints procedure is called local resolution

We will give your complaint to a manager to look into. Our rules say we have to deal with your complaint within 10 working days. If you are not happy with the decisions made after your complaint has been looked at, you can ask to go to the next stage. Someone from the Complaints, Comments & Compliments Unit will talk through what happens next.

Stage 2 Formal investigation

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 will want to meet with you in person to check they understand what your complaint is. We like stage 2 investigations to be completed in 25 working days. If you are not happy after this stage, your complaint can then go to stage 3.

Stage 3 Independent Review Panel

The Independent Review Panel is made up of 3 people who do not work for the Children & Young People Service. The people on the panel will look at your complaint again and then write a report for you and the service head telling them what to do next

If, after your complaint has been looked into at Stage 3 of the procedure, you are still unhappy you can contact the Local Government Ombudsman. The Complaints, Comments & Compliments Unit can advise you on how to do this.

How we will deal with your complaint

Stage 1 problem solving

You 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 investigation

Carried 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 response

Carried 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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