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Social Services

Information for children

A complaint is when:

• There are things going on you are unhappy with
• You feel you are being treated unfairly
• There are things you want to sort out

regarding services provided by the Children and Young People's Services.

You can make a complaint when

• You are living at your own home
• You are living with foster carers
• You are living in a residential home
• You are leaving or have recently left the care of the Local Authority

Talk it over first

Can you talk with someone you trust?

• Social Worker
• Foster Carer
• Someone who works in your residential home

If you are unsure whether to complain or just want to talk to someone, then contact:

• Name
• The Children’s Rights Worker
• Address
• The Cornerstone Project
  75 Southgate
  Elland HX5 0DQ
• Telephone
• 01422 371993

Usually someone will be able to help, but

• If there is no-one you feel you can talk about it with
• If no-one is listening
• If it hasn’t helped

then contact the Complaints and Compliments Unit on 01422 393882.

How to make your complaint

You can do this in three ways:

• Fill in the form below and post it off (you can get someone to help you if you want) complaints and compliments form Or fill in a form online: Complaints and compliments form
• Phone the Complaints and Compliments Unit
• Or you can ask the Complaints Manager to come and visit you.

The Complaints Unit will arrange an advocate to help you if required.

The Complaints and Compliments Guide is available in large print. It is also translated into Urdu and Bengali and a sign language / other translation service can be arranged if required.

What happens now?

Stage 1 – Local Resolution

Someone from Children and Young People's Services will look into your complaint. It might be that they will be able to sort it out after they have talked to you. This should happen within ten working days.

Stage 2 – Investigation

If you are unhappy and feel that the problem has not been sorted out you can ask for a Stage 2 investigation into your complaint.

An Investigation Officer will look into your complaint. They will work with an Independent Person who will make sure everyone is treated fairly.

When your complaint has been fully looked into, you will get a letter from the Head of Service explaining everything. This should happen within twenty-five  working days.

Stage 3 – Review Panel

If you are unhappy and feel the problem still has not been sorted out you can ask for a Stage 3 Review Panel.

This is where a Panel of three people meet to talk about your complaint. You will be invited to attend and take an advocate / supporter / friend along with you if you wish. The Review Panel will decide the best thing to do about your complaint. When this has happened, you will get a letter from the Group Director explaining everything. This should happen with fifteen working days.

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