Together for Families comments, compliments and complaints

Please read our information on how we are supporting residents and businesses, as well as information on affected services.


We are responsible for services for children, young people and their families in relation to education, community health, and social care and welcome feedback from our service users.  It is not within our remit however to investigate complaints about schools and we recommend that you contact your child’s school direct.

Compliments and Comments

If you would like to compliment one of our employees or teams, or would like to make a comment on any aspect of our service, please contact us using the details on the page.

Complaints

Should you need to make a complaint about our services, please note that 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, however, it is not possible to challenge a decision made by any of the above proceedings through the Complaints Procedure. This is a matter for you to discuss with your legal representative.

How to make a complaint

We have a statutory and non-statutory complaints procedure; these are attached below for your information:

The Local Government and Social Care Ombudsman

You can contact the Local Government and Social Care Ombudsman (LGSCO) at any stage of your complaint.  However, the LGSCO will usually recommend that the complaint is initially pursued via our Complaints Procedure.

The LGSCO 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).

You can contact the LGSCO at:

Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH

Phone: 0300 061 0614

Online: www.lgo.org.uk/making-a-complaint

  • Please complete a Get it Sorted form - remember if you print this leaflet yourself you will need to seal the edges
  • If you are in care, please contact our Beeline service at 0800 0288228 which is a freephone telephone service. It is answered personally through the working day, and if you ring outside office hours you can leave a message.   You can also:
    • Fill in a complaint form and send it to the address on the form.
    • Write to the Complaints Manager
    • Ask someone else to complain for you

If you would like the support of an independent advocate to help during the complaints procedure please let the Complaints Manager know.

  • If you are a parent or carer, please complete a Listening and Learning form - please note if you print this leaflet yourself you will need to seal the edges

Alternatively, you can contact the Complaints Manager.

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 Together for Families Directorate is available to the public, our Elected Members and our employees.

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 compliments, comments and complaints, our leadership team gains information on the services that are delivered to good standard and also those that need some improvement.  We then make changes to policies, procedures and practices as a result of the learning recorded from your feedback.

The latest report relates to the year 1 April 2018 to 31 March 2019 and includes both statutory and non-statutory complaints which have been concluded.  The report will be published shortly.

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