How you can complain
Your completed complaint form will be directed to the Customer Relations Team, who will liaise with the service team to resolve your complaint at the earliest opportunity.
However, if we are unable to resolve it, we will deal with the matter as a formal complaint and send you an acknowledgement with a reference number in writing.
School Clubs has a three stage complaints procedure, as follows:
Stage 1 – Informal Stage
We will respond with acknowledgement of your complaint within 10 working days.
Stage 2 – Investigation
When you receive the response to your Stage 1 complaint you are not satisfied that the team has dealt with your complaint properly, you may request a review at Stage 2. The Director of the service will carry out a review of your complaint and respond to you within 20 working days.
When making a Stage 2 complaint, we ask that you explain to us in what way you believe that your complaint was not addressed properly at Stage 1. You must do this formally in writing
Stage 3 – Review
At Stage 3 there will be a ‘Review Panel’ . These people will hear your complaint and consider how it can be resolved. They will decide if:
• the complaint investigation process was carried out fairly
• the outcomes were reasonable
• any more can be done to help resolve your issue.
The Director of the service will carry out a review of your complaint and respond to you within 35 working days.
If you cannot provide any reasons as to why the findings are wrong, we may not consider your complaint at the next stage.
However it should be noted that our complaints process is discretionary and not based on statute. This means we do not always have to proceed with a complaint if we believe there is sufficient justification not to do so. You will, however, still have the right to seek an independent review by head management.
(external) “Stage 4” – if all above is not resolved
The Local Government Ombudsman is independent from Children’s Services and they investigate complaints about local authorities. They don’t have to agree to investigate all complaints but if they think Children’s Services may have done something wrong, and have caused you to be treated unfairly, then they may agree to investigate.
You have the right to approach the Local Government Ombudsman at any time during your complaint. However, they usually say that your complaint has to have been investigated by your local authority first.
If your local authority has not responded to your complaint in the timescales they should have, and they do not have a good reason, then you can also contact the Local Government Ombudsman about this.
The Local Government Ombudsman
PO Box 4771
Phone: 0300 061 0614
If you are not able to use the online form you can contact us about your complaint by the following:
Telephone 0208 123 1013
In writing to:
27 Old Gloucester St