Sometimes talking about what worries you is the fastest way to resolve the situation.
An Advocate can speak up for you and can help you to get something stopped, started or changed.
An Advocate can:
Freephone 0800 012 4314
If things have not been sorted and you are still not happy about it, you can contact The Complaints Unit directly or you can ask your Advocate to do it for you.
Telephone: 01274 432987
You can also make a complaint online.
The Complaints Unit will listen to you or your Advocacy Worker, will find out what the problem is and will make sure that your problem is dealt with.
Your problem can be resolved in 1, 2 or 3 stages.
You can stop the process at any time or once your problem has been resolved. If not, you can take it to the next level.
Tell us by using one of the contacts above.
A Team Manager or Unit Manager who knows about you will look into your complaint
The Manager will write to you within 10 days
You can go to stage 2
An Investigating Officer who does not know you will look investigate your complaint.
An Independent Person will oversee the process to ensure that your views are taken into account.
The will meet with you and discuss your problem. Your Advocacy Worker can be there as well to support you.
The investigators will send their report to the Assistant Director who will write to you within 25 days.
You can take it to stage 3.
A Panel made of 3 Independent People (who do not work for the Council) will meet you (if you want to), your Advocacy Worker, the people who investigated in stage 2 and the Assistant Director.
They will send their views to the Director of Services for Children & Young People who will write to you within 15 days.
You can take it to the Local Government Ombudsman, an independent organisation that investigates Local Authorities.