SCOPE OF THIS CHAPTER
This chapter is written for children and young people and details how a constructive comment or complaint can be made. A complaint can be made if there is unhappiness about a service or how it was delivered. Equally, how a service has helped will promote a type of service for others to use.The chapter details the Complaints System (who and how to make contact etc) and how complaints are dealt with. Also, where to go if the Department doesn't agree with your concerns – particularly in respect of how the complaint itself was dealt with.
We are always looking for ways to improve the services we offer to you. You have a right to make a complaint if you are not happy with services you received from the Children and Young People's Department. You can also tell us if there are things you think we have helped you with so we can make sure other young people can benefit from this. Whenever you get in touch with us in this way the Children's Complaints Manager will write to you to tell you why we have taken these steps.
The Complaints Officer is there to explain to you what will happen with your complaint. You can contact them by:
We can also help you get in touch with an Advocate. An Advocate is someone who can say the things you want to say, for you. They make sure you are listened to and that you are involved in decisions being made about your life. For more information call the Inclusion Service on Tel: 0151 678 1936.
An adult can make a complaint on your behalf – for you. If this happens, a Children's Complaints Officer or the Children's Complaints Manager will make sure that you agree with what is being said, if you are 12 or over. If you do not agree with what is being said then the complaint will go no further and the adult will be told why.
If you want to make a complaint you must give us your details. An anonymous complaint will not be considered, as we may need more details about it to take action but if we receive information that might relate to child protection or someone in danger we have a duty to pass this on.
You can complain about lots of things, such as:
All complaints are looked at individually. You should make a complaint as soon as it happens, as if you report it more than a year after, it may not be looked at. You will be told the reasons why and also about your right to contact the Local Government Ombudsman. Their job is to investigate complaints in a fair and independent way and they won't take sides. Find out more at www.lgo.org.uk.
When a complaint is received, the Complaints Officer will send it to the manager of the service the complaint is about. The manager will get in touch with you within two weeks and they will look at helping you with this. This can be on the phone, by a letter or in a meeting.
Wirral CYPD's complaints process is made up of three stages:
If you are still not happy you can then contact the Local Government Ombudsman www.lgo.org.uk.
So we can deal with your complaint, it is important that you:
If you are unreasonable we may ask you to agree to only contact us in a certain way and at certain times.