Comments, complaints or compliments, we want to hear from you.

We will listen and we will help

  • we'll take what you say seriously
  • we'll try to put things right quickly
  • we can get someone independent to help you to complain if that is what you want
  • we'll make sure you have a say
  • we'll keep you up to date with what we are doing
  • we'll always explain our decisions

How you can have your say today

You can submit your complaint or compliment in the following ways:

  • Online; by using the form below
  • E-mail: haveyoursay@wolverhampton.gov.uk
  • telephone: 01902 552989
  • in writing addressed to: Customer Liaison Team, City of Wolverhampton Council, Civic Centre, St Peters Square, Wolverhampton, WV1 1SH

A complaints form can also be requested from the Customer Liaison Team.

What happens next?

The Customer Liaison Team will get in touch with you to talk about what you have told us and let you know what we will do. We will keep the details of your comments confidential and only tell people who need to know to help you. If you need help in explaining your feelings we will arrange for a person called an advocate to help you.

Other people who can help you

The Children's Society Black Country Advocacy Service:

  • Freephone: 0800 652 3839
  • Telephone: 01902 877563

The Workspace
All Saints Road
Wolverhampton
WV2 1EL

Local Government and Social Care Ombudsman:

  • Telephone: 0300 061 0614
  • Text 'call back' to 0762 480 3014

PO Box 4771
Coventry
CV4 0EH

Children in Care Council

What is the Children in Care Council about?

The Children in Care Council are a group of Children and Young People in Care who help to shape the care system. They are involved with policy changes for children in care, delivering training, interviewing staff and getting the voices of Children and Young People heard.

The group meet twice a month, every two weeks on Wednesday with the first meeting open for the group to meet with professionals to give their views on policies and the second meeting is to develop the ideas of the group.

  • Do you want to see changes in the service you receive?
  • Do you want to have your say?
  • Do you want your voice to be heard?
  • Are you fed up of the way people view children in care?
  • If so there’s a place for you on the Children in Care Council 

For more information please visit: wolveschildrenincare.com

The children’s complaints procedure

Stage 1 – Local Resolution

  • Complaints submitted are screened for eligibility to enter the process
  • Specific complaints defined by the Customer Liaison Team
  • The complaint is then allocated to the appropriate Team Manager/Head of Service for investigation and response
  • The timescale for responding is 10 working days with an option to extend to 20 working days
  • If the complainant remains dissatisfied following response at Stage 1 they may make a written request to the Customer Liaison Team to be considered for progression to Stage 2 of the procedure. 
  • The Council does, however, welcome the opportunity to offer mediation in order to bring your complaint to a satisfactory resolution.

Stage 2 – Formal Investigation

  • An Independent Investigating Officer is assigned to the investigation and an Independent Person appointed to work alongside them to ensure a fair and thorough investigation
  • Following the formal investigation, a report is written outlining the findings and outcomes of the investigation
  • The report is considered, and a response is provided by an adjudicating officer within Children’s Services
  • The timescale for Stage 2 is 25 working days up to a maximum of 65 working days
  • If the complainant remains dissatisfied with the response and report at Stage 2, they may make a written request to the Customer Liaison Team
  • This request should be within 20 working days of the response letter

Stage 3 – Review Panel

  • The Panel must be held within 30 working days of the receipt of a request for a Review (regulation 19(4)).  The council will acknowledge the complainant’s request for a Review in writing within 2 days of receiving it. The Panel Review should be provided locally and with due regard to the complainant’s availability and convenience.
  • The complainant should be notified of the Panel’s date and location in writing at least 10 working days before the Review Panel meets and be invited to attend
  • The Panel consists of 3 independent panel members who will consider the complaint and make recommendations in a written response
  • The Panel review the Stage 2 investigation and outcomes – they do not re-investigate the complaint
  • The Panel is also attended by the complainant, the Investigating Officer, Independent Person and relevant staff members
  • Following the Panel, a report will be written by the Panel Chair outlining their findings and any recommendations within 5 working days of the review panel
  • A response to the Panel’s report will be made by the Director of Children’s Services within 15 working days of receiving the Review Panel’s report

Still dissatisfied?

Once all Stages in the Statutory Complaints Procedure have been exhausted and the complainant remains dissatisfied, they may refer their complaints to the Local Government and Social Care Ombudsman

The Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH. 

Advice Team Telephone No. 0300 061 0614 www.lgo.org.uk

Online form

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Audio Complaint

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