Suitable for ages
Age of Users
The London Borough of Tower Hamlets treats complaints and comments about services seriously and confidentially. Service users will not be disadvantaged for complaining.
The handling and consideration of Children’s Services complaints consists of three stages:
Stage 1 – Local Resolution: this stage allows for an initial period for managers, children and young people, with their advocate to attempt to resolve the complaint. Managers may give an immediate written response or arrange a meeting to discuss the problem. The timeframe for responding to the complaint is 10 working days.
Stage 2 – Investigation: should the complainant still remain unsatisfied with the stage 1 response, they can request that the complaint proceed to stage 2. The Complaints
Manager will appoint an Investigating Officer to investigate the complaint and prepare a written report for adjudication. The Complaints Manager must also appoint an Independent Person to oversee the investigation. The investigation should be completed and a response sent to the complainant within 25 working days from the date the complaint was agreed. This may be extended to a maximum of 65 working days in more complex complaints.
Stage 3 – Review Panel: where Stage 2 of the complaints procedure has been concluded and the complainant is still dissatisfied, they will be eligible to request further consideration of the complaint by a Review Panel. The Review Panel will consist of three people appointed by the Complaints Manager; they will all be independent panel members, which are defined as, ‘a person who is neither a member nor employee of the local authority, nor a spouse or civil partner of a member or employee’. The Review Panel should meet within 30 working days of the local authority’s receipt of the complainant’s request.
The complaints procedure is for service users, their carers and representatives. The complaints team can offer advice on individual issues/cases and are available to come to team meetings to provide an overview of the procedure.
|Monday||From 09:00||To 17:00|
|Tuesday||From 09:00||To 17:00|
|Wednesday||From 09:00||To 17:00|
|Thursday||From 09:00||To 17:00|
|Friday||From 09:00||To 17:00|