How To Complain About Children's Social Services - Information For Children & Young People
Why bother?
- to let us know what you think about our services
- so we can put things right if there's a problem
- to make sure mistakes don't happen again
How can I let you know if I'm not happy
Tell the workers you're in touch with. They'll listen to what you say and try to put things right.
What if that doesn't work?
Ask for the problem to be sorted at Stage 1 of our complaints procedure. Speak to your Social Services worker or the Complaints Officer about this. It'll help if you tell them how you'd like things put right.
Our complaints officer will ask a manager to look into what's happened and will write to you to let you know what's going on. The manager will find out what's gone wrong and may need to talk to you or someone you want to speak for you. Within 14 days the manager will write to you and let you know what's been done about your complaint.
If things still aren't sorted, what happens then?
Let the complaints officer know what you're still not happy with and ask for this to go to a Stage 2 complaint. Do this in writing if possible within 28 days of hearing from the manager.
We can then arrange for someone outside of social services to look into the complaint. We'll also get another person to check out what's going on for you. They'll find out what's happened and write to the Head of Children's Services and send you a copy within 28 days. You'll then hear from the Head of Children's Services yourself.
What next?
If you're still unhappy ask the complaints officer to arrange for a Review Panel to hear your complaint.
Can anyone else help?
If you're not happy with how we've dealt with your complaint you can ask the Local Government Ombudsman to look at the problem.
If you're in a children's home and aren't happy with the condition of the accommodation or the standards of care provided you can complain to the National Care Standards Commission.
(addresses and phone numbers are below)
How do I complain?
All you need to do is tell us about the problem. You can write, phone us or pop into one of our offices. You may want someone to help you do this. You can ask an adult you know to speak up for you or we can put you in touch with someone who can help.
How to get in touch with the people who can help you
The Complaints Officer
Bournemouth Social Services
New Century House
24 Christchurch Road
Bournemouth
BH1 3ND
Phone: 01202 458952/458953
Commission for Social Care Inspection
Unit 4, New Fields Business Park
Stinsford Road
Poole
BH17 8NF
Phone: 01202 662992
The Local Government Ombudsman
Westwood Way
Westwood Business Park
Coventry
CV4 8JB
NYAS (National Youth Advocacy Service)
21C Stanley Road
Bournemouth
BH1 4SD
Phone: 01202 304772
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