Complaints

The Children, Schools and Families Directorate welcome comments, compliments and complaints. 

The Local Authority is responsible for certain school matters including Special Educational Needs, Admissions and School Transport. However, it is no longer within the remit of the Local Authority to investigate complaints about schools.  Parents should therefore contact the school direct.

Email: csffeedback@cornwall.gov.uk

Telephone: 01872 323164

FREEPOST
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Children, Schools and Families Complaints
Cornwall Council
3 West, County Hall
Truro
TR1 3AY

If any child or young person would like the support of an independent advocate to help during the complaints procedure please let the Complaints Manager know.

The Complaints Procedure cannot be used to challenge the opinion of a professional and we are not permitted to look into matters that are current:

  • Court proceedings
  • Tribunals
  • Disciplinary proceedings
  • Criminal proceedings

In some circumstances a complaint investigation can be deferred until these proceedings have concluded.  It is not possible to challenge a decision made by these proceedings through the Complaints Procedure. This is a matter for you to discuss with your legal representative.

Complainants may contact the Local Government Ombudsman at any stage of their complaint.  However, the Ombudsman will usually recommend the complaint is initially pursued via the Local Authority’s Complaints Procedure

The Local Government Ombudsman has a fast-track procedure for dealing with complaints made by or on behalf of children and young people up to the age of 19 (or 25 if they have a disability).

Contact details:

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Phone: 0300 061 0614

Complainants who wish to make an electronic complaint can visit the LGO website and use their online form www.lgo.org.uk/making-a-complaint.

Report of Local Government and Social Care Ombudsman

The Local Government and Social Care Ombudsman has issued a report following its investigation of a complaint against Cornwall Council. The complaint was about an Education and Children's Services matter. The Ombudsman found that there had been fault on the part of the Council, and this had caused injustice to the complainant. 

The Council has considered the Ombudsman’s report and accepts the findings and recommendations.  The Council has apologised to the complainants and agreed the actions to prevent this happening in future.

The Council has provided the Ombudsman with the actions it has and will take to implement the recommendations. 

The Ombudsman’s report and the Council’s response are available to view, as well as the Council's report to the Standards Committee. A copy of the Ombudsman’s report is available by emailing csffeedback@cornwall.gov.uk . Anyone is entitled to take copies of the report or extracts from it. Copies will be supplied free of charge.

Local Authorities have a statutory duty to publish an Annual report in respect of social care complaints. The purpose of this report is to ensure complaints information for the Children, Schools and Families Directorate is available to the public, our Elected Members and our staff.

The report is an indication of the importance of feedback from service users and their representatives on the Directorate’s performance. Through monitoring and evaluating complaints and compliments, the Directorate’s Leadership Team gains information on the services that are delivered to good standard and those that need some improvement. The Directorate then instigates changes to policies, procedures and practices as a result of the learning recorded from complaints and compliments.

This report relates to the full year 1 April 2016 to 31 March 2017 and relates to both statutory and non-statutory complaints closed by the directorate that follow different complaint performance criteria, and contains details regarding the number and type of complaints received by the service including timescales and outcomes and where appropriate any service improvement identified.

View the annual report

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