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What to do first :: How to make a formal complaint :: If you're still not satisfied :: How your County Councillor can help :: Who to contact for more information and help :: How to give Feedback
Some of our services (such as Social Services) have their own complaints procedure to meet special legal or other needs. The staff who provide these services will explain which process you should use and what to do.
Parents and others who have a complaint about a school matter should raise this with a senior member of staff at the school or with the head teacher. If a complaint cannot be settled in this way, parents are advised to raise their complaint with the Chairman of the school’s governing body, who can be contacted via the school. Every school has its own complaints procedures and many school governing bodies have set up a governors’ committee to hear any complaints from parents dissatisfied with the response from the head teacher and the Chairman. Details of each school’s arrangements for considering complaints can be obtained from the school itself.
For other services, the procedure is:
Step one
Tell the member of staff with whom you are dealing, or your Information Point, that you want to make a formal complaint.
Step two
Make sure we understand your complaint correctly and what you think should be done to put things right. You can get an official complaint form from one of our Information Points, offices or make a complaint online. Our staff will help you fill it in at your local Information Point if you wish. You can complain by writing, phoning, visiting, or e-mailing us.
Step three
A service manager usually deals with complaints. The member of staff with whom you are dealing, or from one of our Information Points, can tell you who this is, or pass your complaint on for you. The manager of each service is responsible for making sure that complaints are properly dealt with.
Step four
We will write to you within five working days and tell you:
- What we think your complaint is;
- How we will deal with your complaint and how long it will take;
- Whether any special rights or legal procedures apply;
- Who is responsible for dealing with your complaint ;
- How we will keep you informed; and
- How you can contact your local Councillor
We will also let your Councillor know about your complaint.
Step five
We will give you a full written answer within another 28 working days,
or sooner if possible. If we cannot answer within 28 days we will explain why and give you a new deadline. |