Complaints

You can make a complaint if:

  • you're a user of the service, or you feel you have a right to a service from Services to People
  • if you're a carer or a representative acting on the user’s behalf

You can do this in the first instance by emailing talktous@stockport.gov.uk or calling 0161 474 3898/3895.

The Stockport childrens social care complaints procedure (PDF 797Kb) describes the processes by which Services to People works to resolve complaints.

The statutory basis for the procedures is The Children Act 1989 Representations Procedure (England) Regulations 2006.

The complaints procedure is a 3 stage process:

Stage 1 – Informal

Staff and managers involved in providing the service that you're unhappy with are responsible for resolving your complaint in the first instance. The Complaints Service will be able to help you with this stage.

Stage 2 – Investigation

If you remain unhappy with the response you've received at stage 1 you can request that your complaint is considered at stage 2 of the process.

This means that an investigation will be undertaken without delay, by someone who has no involvement with the service you're complaining about.

You'll receive a response, usually within 25 working days, telling you what action has/will be taken as a result of the investigation. If there are any delays in this process the Complaints Service will keep you informed.

Stage 3 – Review Panel

If you remain unhappy with the response at stage 2 you'll be advised about this next stage.

You can ask the Complaints Service to refer any concerns you may have about the investigation or, the response you've received to a Complaints Review Panel. We'll write to you about the process.

If you remain unhappy following our complaints process, you can contact the Local Government Ombudsman.