Breadcrumb Trail
Social Care Complaints
Trafford Social Services is committed to providing high quality services to people within the Borough.
We learn a lot about how to improve our services by listening to the comments made by people who use them.
The positive compliments and comments about our services are as important as the complaints. All provide information we can use to develop better services for users in the future.
Who can complain?
Any person receiving or wanting a service from the Department, their parents or carers.
What can I complain about?
Anything connected with the service provided to you. You can complain about the quality of the service, the lack of a service or delays in its provision or being refused a service. You can complain about decisions or the way that they are taken or the conduct of staff.
How do I go about making a complaint?
The Informal Way
A first step if you are not happy with something is to speak to the person responsible for the service you are using. This could be a Social Worker, Nursery Officer or Residential Worker.
They should write down your complaint and let you know what they are going to do about it. You should expect the most simple problems to be sorted out very quickly and you should have to wait no more than 10 days to hear how the problem has been dealt with.
The Formal Way
If you consider your complaint very serious or feel it has not been dealt with satisfactorily you can make a formal complaint. You will need to write to the Complaints Receiving Officer at the address below:
Complaints Receiving Officer
Trafford Social Services Department
Trafford Town Hall
Talbot Road
Stretford
Manchester
M32 0TH
Telephone: 0161 912 4416/4413
If you write to the Complaints Receiving Officer it may be possible to resolve your complaint using the informal process.
If your complaint is investigated formally, we will arrange for an independent person to look into your complaint.
We aim to conclude the investigation within 28 working days. Our report will be sent to the relevant Head of Service who will reply to you on the findings and recommendations as soon as possible. If the investigation cannot be concluded within 28 working days, you should receive a response within the statutory 3 months.
What if I am not satisfied with the reply to my formal complaint?
If you are not satisfied with the written reply you receive you can request a meeting of a Review Panel to further examine your complaint. You will need to put your request in writing to the Complaints Receiving Officer within 28 days of receiving a formal response. You will be invited to attend the panel with a friend/advocate. The panel is made up of three people, an Independent Person, a Senior Manager from Social Services and a Local Councillor.
What happens after The Review Panel has met?
You will be sent a letter telling you of the Review Panel's decision about your complaint. You will also be informed of what steps, if any, we are going to take about your complaint.
This is the end of the Department's Complaints Procedure, but it is always open to you to contact the Local Government Ombudsman if you are still not happy.
Who to Contact
There are other organisations and people whom you might find useful in helping you either solve your problems, or get advice and help in making a complaint. These are listed below:
Children's Rights Officer
Social Services
Stretford Public Hall
Chester Road
Stretford
M32 0LG
Email: childrens.rights@trafford.gov.uk
Telephone: 0161 912 5094 (between 8.30am - 4.30pm - Monday - Friday)
Provides advice and help to children and young people who are or who have been 'looked after' by the Council. Will support children and young people through the complaints procedure.
Childline
An Independent Organisation offering a free, confidential 'helpline', if you are worried or frightened, or just need someone to talk to.
Telephone: 0800 1111 (24 hours a day)
Children's Legal Centre
University of Essex
Wivenhoe Park
Colchester
CO4 3SQ
Telephone: 01206 873820
Trafford Council for Voluntary Services (CVS)
106a Harley Road
Sale
Trafford
M33 7FP
Telephone: 0161 976 2448
An independent organisation which provides advice and help to people who wish to complain about Trafford Social Services.
This page was last updated on 12 May 2008
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