3.4 Representations and Complaints |
Contents
- Got a good idea? Unhappy about something? Want to thank someone?
- Data Protection
- Got a good idea?
- Want to thank someone?
- Unhappy about something
- Stage 1
- Stage 2
- Stage 3
- Want to make a complaint about another council department?
- Want to make a complaint about a Residential Unit or Foster Carer?
1. Got a good idea? Unhappy about something? Want to thank someone?
What you have to say is important to us
We are committed to providing high-quality children’s social care services for local people. That is why we want to offer the right services and encourage people to ask for our help and advice.
We believe we succeed most of the time. However, we are always looking for ideas on how to improve things wherever possible. We also know there may be times when things go wrong and you do not feel satisfied. When this happens, we want to hear about it, so that we can explain things and try our best to put them right.
This booklet explains how you suggest ideas to us, or what we can do to sort things out with Children’s Social Care. Of course, it is always good to hear and useful to know about things when they have gone well. So please feel free to tell us when we get it right as well.
And do not worry that if you make a complaint, we will treat you unfavourably because of it. This will not happen.
You have the right to tell us if something is wrong. And we need to know.
2. Data Protection Act
Anyone can make a complaint on your behalf, if you are unable to do so. They would need a signed authorisation from you giving your permission along with the letter/form explaining the complaint. The information you supply, on the form or in the letter, will be used for the purpose of investigating the complaint and statistical purposes only.
Contact our Customer Care Manager on (01908 253697)
3. Got a good idea?
How to make a comment
If you have a good idea that you think will help us improve the way we do things, you can comment by: .
- Phone – call the Team Manager or our Customer Care Manager on (01908) 253 697, Minicom 253 394
- Writing it down – you can use the free-post form in the How to make a Comment, Complaint or Compliment about Social Services leaflet or send us a letter
- Calling into our office at Milton Keynes Council, Civic Offices, 1 Saxon Gate East, Central Milton Keynes, MK9 3HQ, Monday to Friday 9.00am to 5.00pm
4. Want to thank someone?
How to send us a compliment
If you want to thank someone in particular or just us generally for a job well done, we would be
delighted to hear from you. You can send a compliment by:
- Phone – call the Team Manager or our Customer Care Manager on (01908) 253 697, or Minicom 253 394
- Writing it down – you can use the free-post form in the How to make a Comment, Complaint or Compliment about Social Services leaflet or send us a letter
- Calling into our office at Milton Keynes Council, Civic Offices, 1 Saxon Gate East, Central Milton
Keynes, MK9 3HQ, Monday to Friday 9.00am to 5.00pm
5.Unhappy about something?
How to make a complaint
You can complain if:
- you are unhappy with the quality or service provided
- you have been refused a service
- you think a decision unfair or feel badly treated
- a service was not provided on time (i.e. an assessment)
- you disagree with an assessment
- you feel your views were not taken into consideration
- the service you received was not to the standard you expected
- a member of staff behaved unfairly or was rude to you
- Phone – call the Team Manager or our Customer Care Manager on (01908) 253 697, or Minicom 253 394
- Writing it down – you can use the free-post form in the How to make a Comment, Complaint or Compliment about Social Services leaflet or send us a letter
- Calling into our office at Milton Keynes Council, Civic Offices, 1 Saxon Gate East, Central Milton Keynes, MK9 3HQ, Monday to Friday 9.00am to 5.00pm
We take all complaints very seriously. We have a complaints procedure you can follow. As required by law it has three stages.
Contact our Customer Care Manager on (01908 253697)
6. Stage 1
We want to sort out complaints as quickly as possible. Sometimes we can do this on the spot. The first step is to contact the member of staff providing the service you want to complain about, or you can contact their manager. Tell them the problem and they will try to sort out your complaint immediately. If you are a child/young person, your complaint will be acknowledged within three days. You will receive a full response within 10 days or within an extension period of 10 days.
If you are an adult, your complaint will be acknowledged within five days, and you will receive a full response within 20 working days.
If you do not know who to contact, ring our Customer Care Manager on (01908) 253 697.
You can simply write a letter to us with your concern. Or you can fill in the complaints form attached to this leaflet. We can provide help with this if you need it. Then send the form to us – there is no need for a stamp. Or you can call our Customer Care Manager on (01908) 253697 and talk through your complaint.
If you are not satisfied with the answer you receive at Stage 1, you can go to Stage 2.
7. Stage 2
Your complaint will be written up and sent back to you for your records. By law, we have to give you a full reply within 25 working days. However, if we need longer, we will agree this with you first and this should be no longer than 65 working days.
The Customer Care Manager will appoint an Investigating Officer and an Independent Person. If you are a child or young person, the support of an Advocate will be offered to you. The Investigating Officer writes a Report, which explains their findings. The Independent Person also writes a Report, and comments on the way the investigation was carried out. The Service Manager then comments on the recommendations made, and will say what they intend to do.
If you are still unsatisfied, you have the right to ask your complaint to be heard by a review panel within 20 working days. This is Stage 3.
8. Stage 3
A review panel is made up of three Independent Persons; one will chair the panel. The panel will look at all the information about your complaint and ask everyone who has been involved how they have tried to sort it out. You will be able to make written or verbal statements to the panel. You can bring someone with you for support if you want.
The review panel will look at how your complaint has been dealt with and what should happen next. They will inform you and the Corporate Director of Learning & Development of their recommendations within 5 working days. You will receive a copy of these. The department then has 15 working days in which to consider a response and to write to you.
Contact our Customer Care Manager on (01908 253697)This is the final stage of the complaints procedure. However, if you are still not satisfied, you can contact the Local Government Ombudsman (address below), your Local Councillor, or MP. If you want to find out how to contact your Local Councillor or MP please call (01908) 253 697.
The Local Government Ombudsman, 10th Floor, Millbank Tower, Millbank, London SW1P 4QP
9. Want to make a complaint about another council department?
If you want to make a complaint about another council department please see our leaflet on “How to make a Comment, Complaint or Compliment about Social Services”. Ring our Customer Care Team on (01908) 253 697 and they will send you the leaflet.
10. Want to make a complaint about a Residential Unit or Foster Carer?
Contact our Customer Care Manager on (01908 253697)
This information is available in large print or on tape and can be explained in other languages. Our customer care manager will be able to help you on 01908 253697.
End