Children's Specialist Services

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.

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 Unit:

Email: childrenscomplaints@wandsworth.gov.uk 
Telephone: 020 8871 7300
Fax: 020 8871 7675
Freephone: 0800 389 8257/0800 587 7787

Our commitment to your complaint

We value your comments and will thoroughly investigate your complaint. In particular, we will ensure that your complaint is:

• Dealt with fairly and openly and that you receive a full explanation.
• Dealt with quickly and that you receive a written reply within the timescales outlined below. (You will be kept informed if we cannot provide an answer within this period).

Help in making your complaint

If you are unable to make a complaint on your own behalf; you can ask someone to represent you. This may be a relative or a carer or an advocate.

You may also find these organisations useful:

• Voice - freephone 0808 8005792.
• Childline - Freepost 1111 London N10BR, freephone 0800 1111 or email anon@childline.org.uk.
• NSPCC - Child protection freephone helpline 0800 800500 or email help@nspcc.org.uk.
• Samaritans - Emotional support and advice 24 hours a day on 08457 90 90 90.