Information on how to feedback compliments or complaints on Children and Young People's Service

You can make a complaint in the way that best suits you in person, by phone, by letter, form or by email.

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 Families and carers of children and young people complaints and compliments form
  • If you're still not happy, contact our Complaints Team
  • 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.

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

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.

You may also contact the Children's Rights Service on Phone 01484 223388.

Contact us