Making a complaint

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if you have used any City of York Council services and are not happy with something, or feel something could have been done better, you can make a complaint.

Speak Up, York Children's Rights and Advocacy Service can support any child or young person in York to make a complaint. This can be a complaint against any service. Speak Up can help you to put together your complaint, and can support you to speak about your complaint.

What will happen if I make a complaint?

You'll get an answer (Stage 1)

The manager of the service you are complaining about will look into your complaint. They will try and sort things out and will give you an answer within 10 working days. It may sometimes take 20 working days, we will talk to you about this.

If you're not happy with the answer at Stage 1, you can take your complaint to Stage 2. You should get advice from Speak Up or the Complaints Team about whether this is a good idea.

It will get investigated (Stage 2)

Your complaint will be investigated independently from the service you are complaining about. An investigating officer will complete a report into your complaint and the Assistant Director will give you an answer within 25 working days. We may also ask someone independent of the council to work with the person investigating your complaint.

If you're not happy with the answer at Stage 2, you can take your complaint to Stage 3. You should get advice from Speak Up or the Complaints Team about whether this is a good idea.

A decision will be made (Stage 3)

Your complaint can be listened to by a review panel. The panel will be 3 people, not from the council. The panel will meet with you and staff from the council to hear what the council has done to sort our your complaint, and they will decide whether anything can or should be done. The panel will send a report to you and the Director of Children's Services within 5 days of the meeting, and the Director will send you an answer within 15 working days of receiving the report.

If you're still unhappy after Stage 3.. you can contact your Local Government Ombudsman.

How do I make a complaint?

If you would like to make a complaint, you can contact Speak Up by calling/texting 07769725174 or by emailing showmethatimatter@york.gov.uk.

You can make a complaint yourself by contacting the Complaints and Feedback Team on 01904 554145 or haveyoursay@york.gov.uk.

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