We are doing our best to provide services of a high standard to a large number of people each year. However, because we are helping many of you, there is bound to be the occasional mistake. Unless you tell us, we do not know if something has gone wrong, or if you are not happy with our service.
We want to hear your complaints, representations, comments or compliments they help make us to make sure that our services are meeting your needs.
The following is a summary of our complaints procedure. If you would like a copy of the full procedure - see the link at the bottom of the page.
How to make a Complaint
- contact your social services worker or their manager at the office you receive your service from.
- if you live in a residential home or attend any activity organised by Northamptonshire County Council, you can talk to the staff or manager of the service you receive.
- complete and send in the representation form attached below
- contact your local County Councillor who may be able to help you.
- e-mail our on-line complaints service - see the details on the right
- write to us - see the address on the right.
- complete our online form
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What Happens Next?
Our Complaints Procedure has three stages:
Stage One
- Your complaint will be acknowledged within 2 working days.
- Someone will look into your concerns and we will try and resolve matters locally if at all possible
- You will receive a reply to your complaint within 10 working days or if this is not possible, within 20 working days
- If you are a child or young person you will be offered an Advocate to help you with your complaint.
Stage Two
- If we cannot resolve the matter locally or you remain unhappy, we can arrange for an investigating officer who is independent of the service to look at your complaint.
- An Independent Person will also be appointed to ensure that the investigation is carried out fairly.
- You will receive a copy of the investigating officer's report within 25 working days or if this is not possible within 65 working days, along with a response from the Senior Manager of the Service.
- You will also be given an opportunity to meet with the Senior Manager to discuss the outcome to your complaint.
Stage Three
- The third stage of the process is used if you are still not satisfied. This is when you can ask for a Complaints Review Panel who will listen to you explain your complaint and hear how it has been dealt with so far.
- The panel has three independent people on, who are not employed by the County Council.
- The panel will tell you what it will recommend to the Head of Children Services. You will receive a copy of the panel's report within 5 working days of the Panel meeting.
- The Head of Childrens Services will write to you within 15 working days of the date he received the recommendations from the Review Panel.
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Final Stage
If you are still not satisfied you can complain to the Local Government Ombudsman at:
Local Government Ombudsman
The Oaks No. 2
Westwood Way
Westwood Business Park
Coventry
CV4 8JB
Tel. 02476 695999
Fax. 02476 695902
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