Your views are important to us. We are committed to providing high quality services for local people. That is why we want to offer the right services and encourage people to ask for our help.
We think we get it right most of the time. There may, however, be times when things go wrong. If this happens, we want to hear about it so that we can put things right. You have a right to complain, and your complaint may improve services for everyone.
If you're not happy with the service you have received, or the way you have been treated you should first talk to a member of the team providing the service.
Complaints for Children's Services may come under the formal corporate complaints process or the Children Act process or both. For more information see Getting the Best from Complaints (pdf).
How to make a complaint to children's services
If you have already spoken to someone in the team providing the service you are unhappy with and want to take the matter further you can contact us. Please give as much detail as possible about the issues you are having, such as:
- Your name
- Your preferred contact details
- The name(s) of the child(ren) affected
- The name(s) of staff involved
- All the complaints you wish to have us look into
- Any relevant dates, for example, meetings
- Any relevant documents, for example, assessments
- What you would like us to do to put things right
For complaints about children's services, please email us at cs.complaints@lbhf.gov.uk or call 020 8753 2211. Our telephone line is open from 9.30am to 5pm, Monday to Friday and you can leave a message if the line is busy.
We will contact you if we need any further information about your complaint. You are welcome to call us if you need any help with making a complaint online or by email.
You can write to the Customer Care and Data Protection Team, Children's Services, 145 King Street, London W6 9JU.
You can also use these details to contact us if you would like to tell us about a service that has been particularly helpful or to thank an individual member of staff for their support.
Your privacy and access to records
Please see Working with families privacy notice for more information