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Council Services:

What we will do if you complain – statutory complaints

Statutory complaints - Children’s Services

Stage one - local resolution
If you make a formal complaint, an appropriate manager will deal with your concern. You should receive acknowledgement within two working days and a final response within 10 working days of making your complaint. Because some complaints are complex or because an advocate is required to assist the young person, a further 10 days can be allowed before a response is made. If this is the case, you will be kept informed. We will try to resolve your complaint by listening to you and asking what action you would like to be taken.

Stage two - independent investigation
If you are not satisfied with the response at stage one, you can ask for an independent investigation. An investigating officer and an independent person will be appointed to investigate your complaint and report back to you and the complaints manager, usually within 25 working days. However, if it is not possible to meet this deadline, you will be kept informed and a full response will be produced within three months. If your complaint is about a service where there is an independent regulator, for example issues about the Data protection Act you can refer it to them.

Stage three - review panel
If you are still unhappy with the response, an independent panel will review how the complaint has been handled. The panel must meet within 30 days of your request. If your complaint is about a service regulated by Ofsted you can complain directly to it. Ofsted also deals with Children’s Services and skills. It inspects and regulates care for children and young people as well as inspecting a wide range of schools, children’s homes and fostering and adoption services.

Ofsted can be contacted by:
Post: Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD
Telephone: 0300 123 1231

For further information on complaints please follow this link.

Statutory complaints - Adult Care and Community Well-Being Services

If you contact us with a concern that can be addressed and resolved quickly we will do our best to resolve the concern with you, this will be followed up in writing to you, giving you the option to escalate matters to a formal complaint if you remain dissatisfied.

Stage one- When we receive a formal complaint, we will aim to acknowledge this within 2 working days and respond to you within 10 days. We will also aim to contact you by telephone to ensure that your issues are understood and to support best efforts towards resolution.

Stage two- If you remain unhappy and wish to escalate this further, then an independent investigation will take place and you should receive response within 20 days;

Stage three- Ombudsman If you are not satisfied with the stage 2 response you have the right to refer your complaint to the Local Government Ombudsman.

The statutory complaints process has a Complaints Manager who you can contact for support, advice and guidance if you wish to make a complaint- the contact details are show below.

Fill in the online feedback form at:
Email :
Telephone: 01522 782060
Write to: The Customer Relations and Complaints Manager, Serco Local & Regional Government, PO Box 841, Lincoln LN1 1ZE.
Tel: 01522 782060 Fax: 01522 516137

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Last updated: 22 May 2017

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