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 [PDF file 21KB]|
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 along with the reports from the investigation. 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 independent 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.
We want to make sure that you are satisfied with the way we deal with your complaint. After your complaint has been investigated, we would be grateful if you could take the time to complete our Complaints Procedure Questionnaire [PDF file 34KB]|.
