Our Promise To Families
Any child or family who we work with can expect to be treated with respect and we will work together to try and make a positive difference.
Sometimes, you might feel that something has not happened the way you want it to or you have been treated the way you think you should have been.
If you think we’ve got something wrong or you’re unhappy about something then we want to know about it. Please speak to us and we will try and work through what has happened to find a solution that works for everyone.
You can speak to any professional you have contact with and they will do their best to work with you and others involved to make things better.
If you still feel like there is a problem that needs to be investigated, you can make a formal complaint. If you have an issue that you feel needs to be resolved via our complaints process you will not face barriers, discrimination or different treatment- it is important for us to go through this process together in good faith to resolve issues and take on learning where we can.
Complaints
To make a formal complaint, you can do this directly by speaking to the professional you work with or their manager or you can submit a form online
The SEND Complaints Form asks for information which will give us a full picture of the situation from your side so we can take this further.
Any young person who wants to make a complaint also has the right to an advocate. They can support you to speak up for yourself, or sometimes can speak for you. You can choose who you want to be your advocate. It could be someone you know and trust or you can ask for somebody independent.
Complaints Process
We have produced this guide to making a complaint to us so you understand the process and how long this process might take.
We have also produced this guide in Easy Read for those people with additional communication needs.
Contacts
You can contact us in the following ways:
Telephone:
0345 140 0845 or directly with the staff member you work with or their manager if you have their details.
Online: Just fill out the form above
Written:
Complaints Team, 2nd Floor Magdalen House, Trinity Road, Bootle, L20 3NJ.
If you would like to speak a professional, independent advocacy and advice service, you can go to the Sefton Advocacy website
The Local Government and Social Care Ombudsman.
PO Box 4771, Coventry, CV4 0EH
advice@lgo.org.uk
0300 161 0614