If you are having problems, it is important that you tell someone that you trust.
Problems don’t have to be huge before you let anyone know about them. If something is important to you, it is important to us. You can talk to the person who is looking after you, a friend, a parent, your social worker, a teacher or any adult that you feel will take you seriously.
We can sort our many problems this way. However, if we do not sort out your problem quickly - in a day or two, you can complain.
This section tells you how you can do this and what support you can have.
Some examples of things you may want to complain about are:
You can complain in the way that is best for you:
• Talk to an adult you trust about how to complain.
• Talk to your carer, residential worker, or ask to speak to your social worker or independent reviewing officer.
• Complete your choice, your voice leaflet.
• Contact The Children’s Society on 0800 0856 324.
• Contact the Customer Service Centre on 0300 123 6720.
We treat all stage 1 complaints directly from the young people we look after as we would a Your Choice, Your Voice complaint, which means it comes to the customer feedback service and we keep an eye on it. The customer feedback service will speak to you as soon as we receive your complaint and we send it to the designated complaints officer. They will ask a social worker (not your social worker) to meet with you about your complaint. You should receive a letter about what we are going to do about your complaint within two weeks. An advocate can help you with your complaint and if you want an advocate to work with you we will arrange for one from Lancashire Children’s Rights. If after you have received the letter, you are still unhappy with what we have done about your complaint you can take your complaint to stage 2. But you might want to consider mediation because it can sometimes solve your complaint much more quickly than a stage 2 can.
Mediation is voluntary and confidential. An independent mediator will talk to you about your complaint and set up a meeting with a manager who can make a decision about your complaint. The mediator encourages you and the manager to talk about how to sort out the complaint. An advocate can help you here too. You have nothing to lose by trying mediation as it might work, if it doesn’t, your complaint can still go to stage 2.
At stage 2 an investigating officer investigates your complaint alongside an independent person. The investigating officer is likely to be someone who does not work for us but if they do they will not be a part of service you complained about. The independent person must not work for the council. The investigator does the investigation and the independent person works with them to make sure that the investigation is fair to everyone. They will look at the complaint in more detail, interview those involved, look at the records, check that we have treated you fairly and that we have taken your complaint seriously.
Finally, if you are not happy with the result of the stage 2 investigation, you can ask for a review panel meeting at stage 3. Three independent persons (the panel) will go through your complaint, look at the investigation, and our reply to your complaint. They will then recommend whether we could do more to sort out the complaint. The panel will want you to come to a meeting to tell them your views and you can bring someone with you to support you, an advocate can really help you do this.
We will always check that you have an adult to help you if you want one. If you do not have an adult you trust to help you with your complaint, you can ask for an advocate to help you.
Advocates are independent and trained to support you to say what you want to say, or they could say it for you. Advocates do not work for us. They work for a charity called The Children’s Society. The advocates work for you, so you are in control.
What you say to your advocate does not have to be passed on to your social worker or Children’s Social Care Services (unless you or others are in real danger).