Complaints, comments, suggestions and compliments The staff in Wandsworth Children's Services Department try very hard to ensure that the people we provide services for receive an excellent service and are satisfied with our performance however we recognise that, in providing services to you, there may be times when things go wrong. You should receive services from us regardless of age, disability, race, gender, language or religion and you should be treated with courtesy and respect by our staff.
If things do go wrong, your complaint is the first step in helping us to put matters right. By making a complaint, you will not put your rights to services at risk, so don't be afraid to tell us about your concerns. Please note, however, that the department's complaints procedure cannot be used to appeal about a decision made in a court of law. You can complain without telling us who you are. Anonymous complaints will be investigated but, if your complaint is about services which you have received or the way you have been treated, it will be difficult to investigate your complaint fully unless you identify yourself. If you are a child or young person wanting to complain about services please use this special form or ring freephone 0800 587 7787 For other complaints about services that we are providing to you or the child you are caring for, please ring freephone 0800 389 8257 or make an online complaint. Alternatively you can contact the Complaints Team direct: Children's Specialist Services Complaints Team Telephone: 020 8871 7300 Set out below is further information on the following topics:
Our commitment to your complaint
Help in making your complaint You may also find these organisations useful :
The Wandsworth Interpreting Service provides assistance to service users who do not speak English as a first language. What you should do if you wish to make an official complaint Stage 1 You can do this by talking to the manager in person on the phone or by writing or you can contact the Complaints Team direct at: Children's Specialist Services Complaints Team Telephone: 020 8871 7300 You might also want to seek the support of your local councillor, a friend, relative or neighbour. You can expect a reply to your complaint within 10 working days, in some more complex cases this may be extended to 20 working days. If the manager cannot respond to your complaint within this timescale, you will be kept informed of progress by letter or by telephone. If you are unhappy about the progress of your complaint at Stage 1, you have the right to ask for your complaint to be dealt with under the Stage 2 process. Stage 2 Your complaint will be investigated by a senior officer that is independent of the line management of the service that your complaint is about.. In respect of complaints concerning children and young people an independent person will always be appointed to work with you and the investigating officer to try and resolve your complaint. If the complainant is a young person the Council will also work with the young person to provide an advocacy service to help them deal with their complaint. Stage 3 A panel will review your complaint. The panel will be made up of people who are totally independent of the Council. The panel will make recommendations to the Director within 5 days of the panel meeting . After considering the recommendations of the panel, the Director will write to you within 15 days with the final decision of the Council. Other ways of pursuing complaints The Ombudsman only deals with 'maladministration'. This is when the Council does something in the wrong way, does something they should not have done, or fails to do something they should have done. Under the new regulations the Ombudsman may consider complaints that have been referred to them after the Stage 2 process. For details contact: The Local Government Ombudsman |
