Complaints about children and young people's services

We want to know what you think about children & young people's services, so that we can provide you with the best support we can.

In Gloucestershire all complaints are taken seriously and we are committed to using complaints as a means to improve services to children, young people and their parents or carers.

This page is to help you make a complaint about local authority children and young people's services, for example the Educational Psychology service or the Education Welfare service (not social work services).

 

If you are a young person and need help making a complaint, call Barnados on 01452 526693.

The way complaints against children and young people's services are managed is determined by the Gloucestershire County Council compliments, comments or complaints policy, this is explained in the Corporate Complaints Policy.

Your first action should be to talk and explain your concerns to the member of staff involved, or to their manager.

If you are not satisfied with their response, you can:

 

If you have a complaint about children and young people's services, we will try to address your concerns as soon as possible. There are three stages to our complaints process.

 

Once we receive your complaint we will acknowledge your complaint within two working days. Your issue will be looked at and we will try to sort things for you within 10 working days. This is done by the Team manager or Service Manager for the service causing you concern. In most cases the Team Manager will meet with you to try and resolve your complaint, either by making changes to the way the team works with you or through explaining why certain decisions have been taken.

If a response is not completed within timescales, or you feel that your complaint has not been resolved at stage 1, you can request that your complaint is considered at stage 2.

 

If you are not satisfied with the response you receive at stage 1, you can ask for your complaint to be re-considered. At this stage a senior manager who has not previously been involved in the complaint will carry out an independent investigation.

We will aim to resolve the issue within 10 working days.

 

If your complaint is not resolved with the response you receive at stage 2, you can ask for the complaint to be considered by the Director of the Service who will, at their discretion, either investigate the complaint in person or appoint a senior manager who has not previously been involved in the complaint to carry out an independent investigation on their behalf.

The Director will arrange a review of the complaint if

  • A customer complains they are dissatisfied with the previous service investigation
  • We unreasonably fail to carry out an investigation
  • A senior manager requests an independent review

The Director will aim to resolve the issue within 25 working days.

 

If you remain dissatisfied after stage 3, you can take your complaint to the Local Government Ombudsman.

 

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