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Complaints and representations

Children, young people, parents and carers must be able to tell us what they think about services. This section deals with comments, compliments and complaints.

 

Complaints procedure

 TaskResponsible

officer

Timescale
1.Talk to the complainant. What do they want done? How quickly do they need an answer? If they are a young person, do they know they can have an advocate?Person taking the callImmediate
2.If a complaint is received try to deal with the matter informally (Stage 1). (***is there a notification process to central point?***)Social worker Team ManagerWithin 10 working days of complaint
3.Provide a written summary of the complaint in the Team manager's name in consultation with the social worker.Team ManagerWithin 10 working days of complaint
4.If no resolution has been achieved pass the matter to the Head of ServiceSocial worker Team ManagerWithin 10 working days of complaint
5.Deal with the complaint as a formal complaintSocial worker Team ManagerWithin 10 working days of complaint
6.Follow local authority complaints procedureComplaints officerAs procedures dictate