1.5.1 Comments, Compliments and Complaints Policy |
Contents
| 1. | Statement of Intent | |
| 2. | Introduction | |
| 3. | Scope | |
| 4. | Objectives | |
| 5. | Customer Feedback | |
| 5.1 | Meeting Customer Needs | |
| 5.2 | Department Staff | |
| 5.3 | Providers and Partners | |
| 5.4 | Confidentiality | |
| 5.5 | Positive Change | |
| 5.6 | Complaints | |
| 5.7 | Transparency | |
| 5.8 | Resource | |
| 5.9 | Advocacy | |
| 5.10 | Timescales for Complaints | |
| 5.11 | Local Government Ombudsman | |
1. Statement of Intent
Blackpool's Children and Young People Department is committed to ensuring fair access to effective, quality services. Where our service does not meet expectations, our service users or their representatives are encouraged (and in many cases entitled by law) to bring this to our attention so that we can take appropriate action.
This Comments, Compliments and Complaints Procedure sets out the way in which we fulfil our responsibilities and all staff are required to ensure that it is followed.
Janet Hambly
Assistant Director
Safeguarding & Social Work and Safeguarding Service
2. Introduction
The National Health Service and Community Care Act 1990 and the Children Act 1989 require all Local Authorities to establish a representations and complaints procedure.
This Policy covers Comments, Compliments and Complaints made by or on behalf the Customers of the Children and Young People Department and is separate from Policies that govern Corporate Complaints and Statutory complaints by or on behalf of Adults, unless they are acting as a representative for a child.
In line with the core values of the Department, the aim of the Comments, Compliments and Complaints Policy is to enable service users to give feedback about the services offered by the department with the objectives of protecting vulnerable people and enabling service users to participate in the improvement and development of services that affect them.
Handling customer feedback is an integral part of each member of this Department's job. The values of the Department state that service users and potential users are entitled to respect and civility. Staff will be open, honest and non-discriminatory with people, particularly where there are disputes.
This policy in no way affects the customer's right to approach, at any time, the Local Government Ombudsman, their local Councillor or MP.
3. Scope
This Policy does not include Complaints made about Schools. Complaints about schools, their actions or staff, should be addressed directly to the School.
Complaints about school admissions are managed by the School Access Team, and are not covered within this document.
4. Objectives
It is the Policy of the Children and Young People Department to produce and maintain a Comments, Compliments and Complaints Procedure which -
- Is designed to enable feedback to be given without fear of recrimination.
- Is easily accessible and well publicised
- Is simple to understand and use
- Allows speedy handling of feedback, with established time limits for action, keeping people informed of progress
- Ensures a full and fair investigation of complaints
- Enables the provision of an effective response and appropriate resolution.
- Upholds staff rights (as defined in the procedure)
- Is sensitive to anti-discriminatory matters in respect of gender, race, class, disability, culture, language, religion or sexuality
- Provides information to management so that services can be improved
5. Customer Feedback
Customer feedback can come in different forms. For example, a Customer might-
- Verbally feedback to a member of staff,
- send a note or letter direct to the staff member,
- send a note or letter to the Council,
- send a note or letter to the Customer Care Team,
- complete and return the insert in the Customer Care leaflet, or
- E-mail the Council, the Department or a member of staff.
5.1 Meeting Customer Needs
It will be the Policy of the Children and Young People Department to ensure that we allow customers to give us feedback in the way in which is most suitable for them.
We will ensure that our feedback routes are fully inclusive, and that our information is available in different languages and formats to meet a variety of customer needs.
5.2 Department Staff
We will ensure that our staff are equipped to give customers information on our Comments, Compliments and Complaints Procedure.
5.3 Providers and Partners
We will ask our providers and partners in service delivery to ensure that they have a robust procedure for managing complaints, and we will, where necessary, consider this a performance indicator.
5.4 Confidentiality
We will respect our customers right to confidentiality when managing Customer Feedback and will have a retention and destruction procedure which supports this.
5.5 Positive Change
We will use Customer Feedback, including complaints, to influence positive change in the Department to ensure that we are consistently aware of our customers needs and that we are prepared to meet them.
5.6 Complaints
We will ensure that staff do not answer complaints about themselves. We will offer support to both customers and staff throughout the Complaints Process.
5.7 Transparency
We will publicise our Comments, Compliments and Complaints Policy and ensure customers and staff can access information easily.
We will ensure that looked after children, their parents or representatives, are aware that they can complain directly to the Commission for Social Care Inspection (CSCI).
5.8 Resource
The Department will ensure that there is adequate resource to ensure that the Procedures are manageable and timescales can be reasonably met.
5.9 Advocacy
Where a complaint is received directly from a child, however it is communicated, we will ask the Blackpool Advocacy Service to contact the child and offer them support.
5.10 Timescales for Complaints
All complaints will be acknowledged within 5 working days. A response, or holding letter will be sent within 10 working days. We will not exceed 28 working days before providing a full response. Where we are not able to respond in full within these timescales, we will offer the customer a full explanation of the delay, and a response to any part of the complaint that can be answered.
Where the complainant is dissatisfied with the initial response given, we will investigate and provide a response within 28 days. An external Investigator and an Independent Person will investigate complaints about Children's Social Care.
Where the investigation is complex, we will take no longer than 3 months to conclude the investigation.
If a complainant is not satisfied following an investigation, we will convene a panel of two councillors and an independent chair within 28 days of a request.
Where the complainant remains dissatisfied following a panel, we will provide information on contacting the Local Government Ombudsman.
5.11 Local Government Ombudsman
The Department will co-operate with any investigation by the Local Government Ombudsman, including making available appropriate records and information, and staff for interviews.
End