Complaints and compliments

If you need our help we'll:

• provide you with options for how to resolve your concern, where there are opportunities to do so
• explain the process to you and keep you updated
• give you extra information about others who might be able to help

We aim to represent you and support our service teams in responding to you.

In your complaint let us know:

• the names of relevant officers and teams if you have them
• any important dates or approximate dates
• what you would like to happen

We'll investigate your complaint according to our children's social care complaints policy.

Complaints about education (if they're the council’s responsibility) will be considered in line with our corporate policy.

If you're making a complaint on behalf of someone else, we usually need to contact them for permission. This is the case even if the person affected is a child or young person. 

So, it will be useful to make sure they know what you plan to do and that the complaint reflects their views. 

Sometimes other groups will handle the complaint. For example, the NHS or schools. If this is the case we'll let you know.

We usually cannot consider a complaint if:

• it relates to activities around schools which the council is not responsible for
• there's an ongoing police investigation
• court proceedings are ongoing on about to begin
• there's another process in place to settle your specific dispute (for example a tribunal)
• reported events took place too long ago

Once we receive your complaint, we might need to ask you for more information. 

When we have all we need we'll tell you what happens next and when.

When we investigate complaints, we write to the service's manager. We give them advice and support. This is to make sure they consider evidence properly.

We'll write to you with the outcome.

If you're not fully satisfied with our response, get in touch and explain why. 

We'll confirm what happens next and keep you updated until your complaint has completed our process.

Some complaints have complex procedures we have to follow by law. So, tell us if you need any clarification as we proceed.

You can also refer to our children's social care complaints policy.

The Local Government and Social Care Ombudsman is the final stage for complaints about:

• councils

• all social care providers (including care homes and home care agencies) 

• other organisations providing local public services

They offer a free service. They investigate complaints in a fair and independent way and they do not take sides.

Call: 0300 061 0614

Patient Advice and Liaison Service (PALS)

PALS offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers. You can find officers from PALS in your local hospital. 

If you're not happy with an NHS service you should complain to the person or organisation providing the service first, such as the GP, dentist, hospital or pharmacist. 

Alternatively, you can complain to the commissioner of that service, either NHS England or the area clinical commissioning group (CCG).

Find your local PALS Team.

Barnardo's

Barnardo's provides advocacy to Southwark’s looked-after children. It also helps care leavers. 

Its helpline is open every weekday from 9.30am to 6pm and on Saturday from 10am to 4pm.

To make a referral to the service:

• call free 0800 085 8287 
• email advocacy2@barnardos.org.uk