have you got something to say? - city of...
TRANSCRIPT
Have you got something to say?
A leaflet for children and young people
This leaflet explains how to make a comment,compliment or complaint if:
you are Looked After.
you or your family are helped and supported by a Social Worker.
you are a Care Leaver.
Tell us if…
you are receiving a great service!
you are not getting the support or help you need.
you are unhappy about a decision that has been made.
You can tell us about…
contact arrangements.
how you are treated by your carers or social workers.
decisions that are made about you by others and do notinclude you.
other people being told information about you which theydo not need to know.
Have You goT someTHing To saY?
No matter how small the problem, we will still try our very best to sort it out.
Have you got something to say?
Why should you bother?
Things can change for the better.
Telling somebody can help.
You’ll have a better understanding of why decisions are being made about and for you.
What can you do?
If you are not happy, you should talk to, or show this leaflet to your:
social worker
family support worker
foster carer
residential worker
teacher
youth worker
Have You goT someTHing To saY?
No matter how small the problem, we will still try our very best to sort it out.
If you prefer, you can contact the Customer Care andComplaints Team (that’s us) and we will make sure yourvoice is heard. You can contact us by:
calling our freephone number (0800 202 6210) between 9am and 5pm. After 5pm you can call and leave aconfidential message and contact number on ouranswerphone and we will call you back as soon as we can.
calling 020 7745 6501
emailing [email protected]
sending a text message to 077 9501 0392
visiting https://www.westminster.gov.uk/childrens-services-complaints, clicking ‘children’s onlineform’ and following the instructions.
Can you get help to make a comment or complaint?
Of course! You can ask you carer, social worker, teacher or a friend to help you. The Customer Care and Complaints Teamcan also help you write your complaint or find someone to help you. This person is called an advocate, someonewho can help you say what you want to say. If you arelooked after or a care leaver, you can contact our Children’s Rights Service on 020 7641 7585.
Have You goT someTHing To saY?
Have you got something to say?
MOISTEN HERE
MOISTEN HERE
MO
ISTEN HERE
name of service:
.................................................................................................................................................................................................
Council:
.................................................................................................................................................................................................
What i have to say is:
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
What i would like to happen is:
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
Continue on opposite page
MOISTEN HERE
MOISTEN HERE
.................................................................................................................................................................................................
.................................................................................................................................................................................................
.................................................................................................................................................................................................
(If there is not enough room here, please use another sheet of paper and attach it to this form.)We want to make sure that everyone who receives services provided by Westminster City Council is treated fairly and equally. By giving us this information, this helps us check we are doing just that.
Please give this form to the manager responsible for the service you receive OR send it to the Customer Care and Complaints Team by putting this completed form in the post.
name: ................................................................................................................................. age: ..............
address: ............................................................................................................................................................
................................................................................................................................................................................................
Phone number: .................................................................................................................................
If yOu ARe WRITIng On sOmeOne’s BehAlf:
Your name: ...................................................................................................................................................
address: .............................................................................................................................................................
................................................................................................................................................................................................
Phone number: .................................................................................................................................
hOW We use yOuR InfORmATIOn:We have a duty to safeguard your information.We may need to share information with others and access your records in order to resolve your complaint, but we need your consent to do so.
Please tick the box if you do not want us to share your information Please tick the box if you do not want us to access your records.
If you do not give us permission this may affect the outcome and our ability to resolve your complaint.
Customer Care and Complaints Team
Tri-borough Children’s Services
Royal Borough of Kensington and Chelsea
The Town Hall
Hornton Street
London
W8 7NX
Have you got something to say?Have You goT someTHing To saY?
What happens next?
The Customer Care andComplaints Team will ask amanager to talk about what’sbothering you and try to makethings better.
If you still don’t think theproblem has been sorted, we will get two independentpeople (who do not work forthe Council) to look into yourcomplaint.
If you are still unhappy, a groupof three people called aReview Panel will look into yourcomplaint. They do not workfor the Council either.
still unhappy?
You can ask a person called the Local GovernmentOmbudsman to look at your complaint. They are completely independent from the Council and can becontacted as follows:
Local Government Advice TeamTelephone: 0300 061 0614Website: www.lgo.org.ukEmail: [email protected]: 024 7682 0001Text: ‘call back’ to 07624 804299Write to: Local Government Ombudsman PO Box 4771 Coventry CV4 0EH
Have You goT someTHing To saY?
Have you got something to say?Have You goT someTHing To saY?
© B
y:de
sign
- Au
gust
201
4 B
y:de
sign
020
875
3 39
26
Ref:
12_1
03cc
_chi
ldre
n_se
rvic
es_c
ompl
aint
s_le
aflet
s_yo
ung_
peop
le_w
cc
Prin
ted
by H
amm
erpr
int 0
20 8
753
2235
Information from this document can be made available in alternative formats and different languages. If you require further assistance please use the contact details below. Telephone: 020 7745 6501 Email: [email protected]