Children's services complaints

The Children, Families and Adults Directorate welcome comments, compliments and complaints. 

The Local Authority is responsible for certain school matters including Special Educational Needs, Admissions and School Transport. However, it is no longer within the remit of the Local Authority to investigate complaints about schools.  Parents should therefore contact the school direct.

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You can contact the Complaints Manager as follows:

Complaints Manager

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Children, Families and Adults Complaints
Cornwall Council
County Hall
Truro
TR1 3AY

Telephone: 01872 323164

Email: cfa.feedback@cornwall.gov.uk

If any child or young person would like the support of an independent advocate to help during the complaints procedure please let the Complaints Manager know.

The Complaints Procedure cannot be used to challenge the opinion of a professional and we are not permitted to look into matters that are current:

  • Court proceedings
  • Tribunals
  • Disciplinary proceedings
  • Criminal proceedings

In some circumstances a complaint investigation can be deferred until these proceedings have concluded.  It is not possible to challenge a decision made by these proceedings through the Complaints Procedure. This is a matter for you to discuss with your legal representative.

Get It Sorted Complaint leaflet - please note if you print this leaflet yourself you will need to apply some glue/sellotape to seal the edges.  If you need the leaflet in another format please contact us.

Complainants may contact the Local Government Ombudsman at any stage of their complaint.  However, the Ombudsman will usually recommend the complaint is initially pursued via the Local Authority’s Complaints Procedure

The Local Government Ombudsman has a fast-track procedure for dealing with complaints made by or on behalf of children and young people up to the age of 19 (or 25 if they have a disability).

Contact details:

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Phone: 0300 061 0614

Complainants who wish to make an electronic complaint can visit the LGO website and use their online form www.lgo.org.uk/making-a-complaint.

Local Authorities have a statutory duty to publish an Annual report in respect of Social Care complaints. The purpose of this report is to ensure complaints information for the Children, Families and Adults Directorate is available to the public, Elected Members of Cornwall Council and staff.

The report is an indication of the importance of feedback from service users and their representatives on the Directorate’s performance. Through monitoring and evaluating complaints and compliments, the Directorate’s Leadership Team gains information on the services that are delivered to good standard and those that need some improvement. The Directorate then instigates changes to policies, procedures and practices as a result of the learning recorded from complaints and compliments.

This report relates to the full year 1 April 2016 to 31 March 2017 and relates to both statutory and non-statutory complaints closed by the directorate that follow different complaint performance criteria, and contains details regarding the number and type of complaints received by the service including timescales and outcomes and where appropriate any service improvement identified.

View the annual report

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