Anyone who receives a service from Children's Social Services or anyone who has applied to use a service can make a complaint. Complaints can also be made by others on their behalf. Children or young people who would like help to make a complaint can email Voice. Voice has staff who can talk to young people about their complaint and give advice about the best way to get things sorted out.
Most concerns and complaints can be dealt with by talking with the person responsible for providing you with a service. If you are still not satisfied when you have done this, you may want to make a more formal complaint.
There are three stages to the Children's Social Services complaints procedure.
- Stage 1 - Local resolution
- Stage 2 - Investigation
- Stage 3 - Review panel
You can make a complaint by telling the person who provides the service or by contacting the Complaints Manager. They will take the details of your complaint and ask you what you would like the Council to do to put things right.
- View a child friendly leaflet
If you prefer you can use the Online Complaints form. You should be aware though, that email is not secure. The information you give is sent on an open line and could be intercepted by a third party.
If you are not happy with the response to your complaint at Stage 1, you can ask for it to progress to Stage 2. If you are still unhappy with the Stage 2 response, you can ask for your complaint to be reviewed at Stage 3 of the procedure.
If you believe that the matter has still not been dealt with effectively, you can take the matter up with the Local Government Ombudsman. Details are available on the website and complaints officers hold supplies of leaflets.
Contact Details (LiveLink)
Multiple Contacts:
eMail: complaints@wiltshire.gov.uk
Telephone: 01225 713679
Out of hours:
Fax:
Postal Address:
Complaints Manager
Children and Education
Wiltshire
Council
County Hall
Trowbridge
Wiltshire
BA14
8JB
In Person:
DX:
Related links
Last updated: 21 January 2011
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