Children's Specialist Services

Stage 1

If you are not satisfied with a service or do not agree with a decision, tell the member of staff you are most often in touch with. If you are not able to sort things out with this person, your complaint should be passed to their manager.

You can do this by talking to the manager in person on the phone or by writing or you can contact the Complaints Unit direct at:

Telephone: 020 8871 7300
Freephone: 0800 389 8257/0800 587 7787
Fax: 020 8871 7675

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

If you are still dissatisfied after you have received the letter from the manager at Stage 1, you can take your complaint further by writing, within 20 days of receiving the manager's reply, to:

Email: childrenscomplaints@wandsworth.gov.uk

You will need to ask for your complaint to be dealt with at stage 2.

Your complaint will be investigated by a senior officer 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  the investigating officer to try to resolve your complaint. The independent person's role is to ensure the any investigation is fair and impartial. If the complainant is a young person, the council will also work with the young person to provide advocacy to help them deal with their complaint.

The timescale for dealing with a Stage 2 complaint is between 25 and 65 working days from receipt of your complaint. The council hopes to reslove your complaint as quickly as possible. The Complaints Team will ensure that all aspects of the complaint are investigated and will keep you updated on the progress of the investigation.

Stage 3

If you are not satisfied with the reply you receive in Stage 2, you have the right to appeal. You must write to the Information and Complaints Team asking them to arrange a review of your complaint. You must request this in writing within 20 working days of the date shown on the letter of reply to your complaint at Stage 2.

A panel will review your complaint. The panel will be made up of people who are totally independent of the council. You can come and present your case and bring a person of your choice with you.

The panel will make recommendations to the Director within five 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

You have the right to contact your councillor, your MP or the Ombudsman (an independent, free and confidential service).

The Ombudsman only deals with 'maladministration'. This is when the council:

• does something in the wrong way,
• does something it should not have done, or
• fails to do something it 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:

Telephone: 024 7682 0000
Fax: 024 7682 0001
Adviceline: 0845 602 1983 (Monday to Friday, 9am - 4.45pm)
Website: www.lgo.org.uk