This process is for children and young people to use if they would like to share their opinions about the care or services they have received. An adult may use the process to complain on behalf of a child.

An adult complaining on behalf of a child must have the interests of the child at the centre of their complaint. They must also be a parent, advocate or representative of the child and have their consent.

Submit a complaint form

Complaints about matters that are not directly connected with children's social care will generally be handled within the council's corporate complaints procedure.

Statutory children's representations and complaints procedure

There are three stages to the statutory children's representations and complaints procedure.

Stage 1

This is where you tell us what is wrong and we try to resolve it for you. We will try really hard to resolve your concerns, and a manager will then send you a written response. This can take between 10 and 20 working days.

Stage 2

This is if you are not happy with the response you received at Stage 1. We will arrange to have your concerns looked into further, which could lead to an independent investigation.

An Independent Investigator and an Independent Person will speak with you and anyone else they think could help them look into your concerns. They will then write a report.

The report will be sent to you with a written response from the Director of the service. This can take between 25 and 65 working days, depending on how complex the complaint is.

Stage 3

This is if you are not happy with the response you received at Stage 2. You can ask that your complaint be considered by an Independent Review Panel made up of three people not connected with the council. They will look at how your complaint has been handled and will ask you to come and talk to them about it.

The Director or Service Director will then write to you with the outcome.

View the children's representations and complaints policy and procedure

Visit the Local Government and Social Care Ombudsman website if you are not happy with the response you received at Stage 3.

Help with making a complaint about decisions made by Herefordshire Council which affect your child or young person with SEN

You may wish to contact SENDIASS for independent advice, help liaising with service providers and for any help with appeals and tribunals. They are impartial professionals who can explain the processes involved in making a complaint to a service.

Contact Herefordshire SENDIASS - Monday to Friday 9am - 4.30pm

• Telephone: 01432 260955 - 24 hour answering machine service
• Email: sendiass@herefordshire.gov.uk
• Address: Herefordshire SENDIASS, Town Hall, 10 St Owen Street, Hereford, HR1 2PJ

LADO allegations and referrals

• Telephone: 01432 261739
• Secure email: LADO@herefordshire.gov.uk

You can find out about the procedures for managing allegations against people who work with children and the role of the Local Authority Designated Officer (LADO) in managing and overseeing allegations on the Herefordshire Safeguarding Children Board's website.

If you have concerns about the fitness to practice of a Herefordshire Children's Social Worker you may raise these with the:

• Principal Social Worker by writing to principalsocialworkercyp@herefordshire.gov.uk or with the
• Regulator, Social Work England, by following the process on the Social Work England raise a concern page