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Children's social care, education and SEND complaints


Making a complaint about a service

You have the right to express your views and to be listened to by the adult professionals making decisions that affect you and your life. Please see the Children's Rights Alliance website for more information about your rights as a child or young person.

If things do go wrong, we have a complaints procedure you can use to have us look into your complaint and put matters right as quickly as we can. It is important to make your complaint as soon as possible, because we may not be able to consider your complaint if it is about something that happened over 12 months ago.

You can make a complaint about the following services:

  • SEND provision and associated transport and 16+ team
  • Education Welfare
  • Inclusions
  • Virtual school
  • access to education
  • elective home education
  • early years
  • youth support
  • youth justice

You can make a complaint about them if you feel:

  • Children's social care, education and/or SEND services are not giving you the help you need.
  • You are not happy with or do not understand the decisions that are being made about your life.
  • You do not feel listened to.

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Who can make a complaint?

As child or young person you have the right to make a complaint, either on your own, or with the help of a relative, friend or an advocate. The person who makes the complaint must either be the person receiving the services or a person complaining on behalf of the person receiving the services. These include:

  • children and young people,
  • their parents,
  • carers or legal guardians,
  • someone from a voluntary organisation, such as a mediator or advocate who can help you voice your concerns,
  • someone who has your permission to represent you
  • you can also ask a translator or a sign language interpreter to help you make a complaint.

How to make a complaint

We can resolve most complaints quickly and successfully at your local office. If you have a concern, you can:

  • talk about it with the member of staff you have most contact with, or
  • ask to speak to or meet with the team manager.

If you have tired the above and your complaint has not been resolved, you or someone acting on your behalf can complete our online complaint form.

If you need help form an advocate at any stage of your complaint, you can let us know on the online complaint form.

Online complaint form

If you unable to complete this online form, please contact our Children's and Education Customer Relations Team.

Once you have exhausted all stages of the process, and you are still not satisfied, you can contact the Local Government Ombudsman to discuss your concerns further. You can also ask for advice from the Local Government Ombudsman at any stage of your complaint.

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How to get help with making a complaint

If you need help in making a complaint you can choose an advocate. An advocate is someone who can help you say what you want and be listened to.

An advocate will:

  • help you with problems you have with children's social care, education and/or SEND services,
  • will meet with you and listen to what you are not happy about and how you want it sorted,
  • will not do anything without your permission, and you can tell the advocate what to do and who he or she can contact about your complaint,
  • will support you to make your complaint and try and resolve the problem,
  • will support you until you feel happy with how the complaint has been sorted.

Please note, your advocate will let you know if the advocacy service may have to break this confidentiality, if you or someone else is thought to be at risk.

Choosing an advocate

You can ask someone you know to be your advocate. This can be a teacher, a relative, your Personal Advisor (PA), SEND Case Officer or maybe a friend.

If you need help in finding an advocate, you can contact our Children's and Education Customer Relations Team, who will:

  • suggest to you where you can get more help and support or make a complaint,
  • suggest an advocate and discuss your preference with you,
  • always try and find an advocate you are happy with,
  • make sure that the person you choose is able to support you.

Contact our Children's and Education Customer Relations Team

Children's and Education Customer Relations Team
Advocacy and complaints
Quadrant Court
35 Guildford Road
Woking
GU22 7QQ

Text: 07805 846 386
Freephone: 08000 562 132
Telephone: 01483 519095
Email: be.heard@surreycc.gov.uk


Children and Education Services Annual Complaints Reports

Our Annual Complaints Reports for Children's and Education Services period 2018/2019, gives statistical information and outline complaints and other activity from 1 April 2018 to 31 March 2019, including developments and planned improvements.

Files available to download

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