Children's social care compliments and complaints

Compliments

We are always pleased to hear from people using our services who want to compliment a particular member of staff or the service they receive. We want to know from users of our services what they consider we do well. You can email compliments to SocialCareCompliment@bury.gov.uk.

Or you can send them in writing, see contact us section

Comments and complaints

We welcome suggestions about how we can improve services. If you are not happy you may want to complain and we will try to resolve your complaint quickly, fairly, confidentially and impartially.

The first step you should take is to contact the member of staff with whom you have been dealing and try to sort out the problem with him or her.

If you are still not happy and the matter is not resolved, you should contact the Complaints Manager at the address or telephone number in contact us section.

Or, you can download one of the complaints leaflets in download section. Complete the correct form and post it to the Complaints Manager at the address shown. 

What happens next

We will write to you within 2 working days to acknowledge receipt of your complaint and to tell you who will be investigating and responding to you. This is Stage 1 of the Complaints Procedure. We will try to send you a written response within 10 working days. If this is not possible you should receive a response within 20 working days.

If you are not happy with the outcome of the investigation you can request to go to the next stage of the Complaints Procedure (Stage 2). This involves independent investigation of your complaint and if you remain dissatisfied following this response you can request an Independent Review Panel (Stage 3) to look at how your complaint has been dealt with.

If you remain dissatisfied you can contact the Local Government Ombudsman and we are happy to provide you with the contact details to do this.

The Social Care Complaints and Representations for Children, Young People and Other documents can be accessed from the downloads section. 

In line with statutory guidance we publish an annual complaints report which contains information about the number and types of complaints received.  This can be found in our downloads area.

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