www.wiltshire.gov.uk
Complaints Procedure
Stage 1
Most complaints can be sorted out by talking informally with the person responsible for providing you with a service.
Tell the member of staff you are in contact with that you are not satisfied. If you prefer, you can write to us, phone or email.
It is very helpful if you can tell us what you would like us to do about your complaint.
We will let you know within seven working days how we are going to deal with your complaint. You should then get a full written response to your complaint within 10 working days, or, if your complaint is more complex, within 20 working days.
We will do everything we can to resolve your complaint at this stage. But if you are not happy with the response you receive, you can ask for your complaint to go to Stage 2 of the complaints procedure. You can write to, or phone, the Customer Liaison Officer who will be able to discuss your complaint with you.
Stage 2
The Customer Liaison Officer will arrange for an Investigating Officer to investigate your complaint. This is a manager who has not been involved in providing your service. Arrangements will also be made for an Independent Person to be involved. This is someone who knows about childcare practices and standards, but is not from Wiltshire County Council.
The Investigating Officer and the Independent Person will both look at all the facts, including any letters, files or other paperwork, and meet everyone involved. They will each write a report based on their findings, and will make recommendations.
Both these reports will be read by the Assistant Director (Children and Families), who will write to you telling you what decision has been made about your complaint. Copies of the reports will also be sent to you.
This stage of the procedure should be completed within 25 working days, although it can take up to 65 working days.
Stage 3
If you are still not satisfied, you can ask for a review of the decisions and recommendations by a Review Panel. The Review Panel is made up of three people who are all independent of the Council.
If you want a Review Panel, you must ask for it within 20 working days of receiving the letter setting out the decision on your complaint. The Panel will meet within 30 working days of your request. You can bring someone to support you or speak on your behalf if you wish.
The Panel will ask you why you are not satisfied and will ask the manager of the service to respond. After the meeting the Panel will discuss what they have heard and make recommendations to the Director of the Department for Children and Education. You will be sent a copy of the Review Panel’s report as soon as it is available, and you will then be sent the Director’s decision, together with information about the services of the Ombudsman.
The Ombudsman
If you are not satisfied with the Director’s decisions, you can take your complaint to the Local Government Ombudsman.
The Ombudsman is independent and the service is free and confidential. However, the Ombudsman will not normally investigate your complaint until it has been through the three-stage complaints procedure.
Contact Details
By Post
Complaints Manager
Department for Children and Education
Wiltshire County Council
County Hall
Bythesea Road
Trowbridge
Wiltshire
BA14 8JB
By Email
By Telephone
01225 713679
By Fax
01225 713982
