Complaints about children's social care
Comments, compliments and complaints
Customers of services for children’s social care are welcome
to make a comment, a complaint, or compliment us about
the service they receive. Your feedback may help us to
improve our services and make sure that they meet
your needs.
- Compliments - we welcome compliments and would
like to thank people who take the time and trouble to give
them.
- Comments - whether you are the parent, carer,
child or young person, you can make a comment on the services you
receive, ask for changes to be made, or express an opinion on what
you think we can improve. A comment may not necessarily be a
complaint, but we will treat it just as seriously.
- Complaints - you can make a
complaint if you are not satisfied about the standard of
service you receive, the actions or lack of actions taken by
the county council or a member of its staff, or any other aspect of
the care or education you or a member of your family receive.
We will try to respond to you within 10 days.
Supporting documents
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The process
All complaints about children’s social care services are dealt
with in 3 stages:
- local resolution;
- investigation by an independent investigator; and
- independent review.
This process is available to children and young people, or a
person acting on behalf of, and with the consent of, a child or
young person.
This complaints procedure does not deal with:
- complaints about schools, which should be made to the
Head;
- special educational needs appeals;
- school admissions appeals; and
- children’s placement appeals.
Complaints about education are dealt with under the County
Council's 2-stage complaints procedure. Please refer to the full
guidance above for details, and for making a complaint about
organisations that provide services on our behalf. Or, contact our
complaints team for more information.
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Getting in touch
Please contact us if you would like further advice.
Children’s operations complaints team
West Sussex County Council
County Hall
Chichester
West Sussex
PO19 1QT
Phone: 01243 753880
Freephone: 0800 137126
Email: cyps.comments@westsussex.gov.uk
Our phone lines are open between 8.30am and 4.30pm. Please leave
a message if the answerphone is on and we will try to call you back
within 1 working day.
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