Home Help for families Information & Advice Social care Making a complaint about services
4 mins read
Parents and carers can make a complaint if their council has refused to assess their child of if there are problems with the services they are receiving, such as:
Each local authority has a ‘designated officer’, called the complaints manager, who receives all complaints. They don’t handle all stages of the complaint but are responsible for administering the scheme to make sure complaints are dealt with swiftly and effectively.
You should bring your concerns to the attention of the person providing the service. The local authority should make a first attempt to resolve matters within 10 working days, which can be extended by another 10 days (if, for example, an advocate needs to be appointed).
If the matter isn’t resolved, the local authority will arrange an investigation and produce a report and a decision within 25 days. The investigation will be undertaken by a nominated complaints officer.
If you are still unhappy, you can ask for the matter to go to a Review Panel within 20 working days of the investigation decision. Three independent people will consider the complaint and make recommendations.
If the matter is still not resolved, you can take the complaint to the Local Government Ombudsman. For details, visit www.lgo.org.uk/contact-us or call 0300 061 0614.
You can make a complaint to anyone at your local authority. They will inform the designated Complaints Officer.
There are two stages to the complaints procedure. At the first, the local authority will try to resolve the complaint with you within 10 working days. At the second stage, an Independent Investigator will investigate the complaint. They will respond within 25 days with a report and conclusions.
If you are still unhappy, you can take your complaint to the Public Services Ombudsman for Wales.
Each council in Scotland and Wales has its own complaints procedure. Similarly, there are five health and social care trusts in Northern Ireland providing services to the public locally and on a regional basis. Each of these has its own complaints procedure.
Needs assessments are the process social services uses to decide if extra help is required to meet your family’s needs.
The law says that councils must assess every child who is or may be a child ‘in need’. Children are ‘in need’ if they need help from the council with their health or development or if they are ‘disabled’. Carers who are the family or friends of disabled children are also entitled to an assessment, either as a separate assessment or addressed through the disabled child’s assessment.
The template letter below, which we have produced with the Every Disabled Child Matters campaign, can be sent when a council has refused to carry out an assessment. The letter should be sent by fax, email and post, if possible, to the Director of Children’s Services, to the social worker (if you have one) and to the Lead Member for Children’s Services.
Template letter: Challenging a refusal to assess your disabled child for care and support services (Wales and England) [DOC]
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.