Children, Families & Learning - Complaints Procedure Frequently Asked Questions
Why does the Council have a complaints policy?
We have the policy so you can voice your concerns and be sure that you will be listened to and taken seriously. We welcome feedback and by using the policy we can use your experiences to make positive changes.
If I do make a complaint will I be seen as a trouble maker and possibly lose my service?
You will not be seen as a trouble maker for making a complaint. We understand that some people are frightened to make a complaint and we assure you that you will be treated fairly. It is important to us to hear from people when services don’t meet the standards we expect. If you don’t tell us we may not know we need to put something right.
What if I don’t want to complaint but I am not happy with the service I received?
You can make a comment with a suggestion on how we can improve the service. Comments are recorded to help us review the services we provide. We will write to you and tell you if there is anything we can do. Follow the link below to find our contact details.
Customer Relations Team Contact details
What happens if I want to complain about a policy in Children’s Services?
You can make a Representation to Customer Relations who will record it and will pass your feedback to the people who made the policy, very often Councillors. The person who is responsible for the policy will then write to you and let you know the outcome of your Representation.
Can I use this procedure to complain about a school?
All complaints about schools should be sent straight to the Head Teacher or the Chair of Governors as schools have their own complaints procedure to follow. However complaints about the curriculum or SEN provision are considered by the Council.
How do I make a complaint?
You can make a complaint to any member of staff over the phone, face-to-face, using the freepost form on one of our comment, compliment, complaint leaflets or by writing to us. We have a Customer Relations Team who can advise you on how to complain and log the complaint.
What is the complaints procedure?
The complaints procedure has three stages. You don’t have to go though all 3 stages as most complaints are resolved at Stage 1. We also offer other ways of resolving complaints e.g Mediation and Conciliation. If we use this option and you are still unhappy you can opt to escalate your complaint to Stage 2 or 3.
Follow the links below for information on the 3 stages:
• Stage 1 – Local Resolution
• Stage 2 – Investigation
• Stage 3 – Independent Review Panel
How long does it take to deal with my complaint?
• Stage 1 takes 10 working days
• Stage 2 takes 25 working days
• Stage 3 takes up to 30 working days to set up a review panel and then 15 working days to receive the report from the panel’s findings.
If the manager investigating is unable to meet the timescale, perhaps because the complaint is complicated, they will contact you and arrange a new date.
What is Stage 1 - Local Resolution?
Your complaint will be investigated by a manager of the service that you are making a complaint about.
What is Stage 2 - Investigation?
Customer Relations will appoint an investigator who will then investigate your complaint and provide a report. The Assistant Director of the service will then write to you and let you know the outcome of your complaint based on the findings of the investigation.
What is Stage 3 - Review Panel?
A review panel of three independent people will look at how your complaint has been handled and you will be invited to attend. Following the panel’s findings the Director of the service will send you a written response.
What is conciliation?
Conciliation is a meeting chaired by Customer Relations between you and usually a manager of the service to try to resolve the complaint through discussion.
What is mediation?
Mediation is a series of meetings and is likely to be suitable for cases where the relationship between you and the service is strained. The mediator will meet with you and the service separately to discuss the issue and then hold a joint meeting giving you and the service the chance to discuss the issue and find an outcome and a way forward that you are both happy with.
What does the complaints procedure not cover?
There are some complaints that we have to look at through different procedures. Some examples are:
• Requests for services e.g. asking for a school bus pass will be passed to the service for action.
• Insurance claims against the council for compensation.
• Requests for information on Council policy or practice, this may be done under our Freedom of Information policy. Follow the link for FOI Details
• Requests for explanations of Council policy or practice.
• Matters for which there is a right of appeal.
• Complaints about councillors.
Customer Relations can talk to you about complaints and how they can be handled.
There are sometimes cases when we are not able to consider your complaint: for example:
• If you withdraw the complaint and ask for it not to be investigated.
• If someone continues to complain about the same issue which has been investigated fully previously.
• It has been investigated by a Local Commissioner
• It is unclear.
• If what you are complaining about something that happened over a year ago.
• If you want to take the complaint to court or a tribunal.
• If we are taking disciplinary proceedings against an employee, these complaints will be investigated through our internal HR process.
• If criminal proceedings are taking place.
What happens if I have gone through the complaints procedure and I am still not happy?
You can contact the Local Government Ombudsman who are an independent body and can investigate your complaint. Tel: 0300 061 0614 Email: advice@lgo.org.uk Post: PO Box 4771, Coventry, CV4 OEH
What support is there to help me make my complaint?
Customer Relations can arrange for you to have an Advocate who will support you through the complaints process. Also please let Customer Relations know if you have any special needs such as a visual impairment and we will make the necessary arrangements to aid you in making your complaint.
If you have any questions that are unanswered please contact Customer Relations and we will be happy to discuss your questions in more detail.