Complain, comment or compliment children and adults services
We are committed to putting you, our customers, first. That means we're always pleased to hear what you have to say about the services we provide, whether you are a resident, business or visitor to Swindon Borough Council.
You can help us to improve our children and adult services by letting us know if we are doing a good job and how we can do better.
You can use this online form to register a complaint, compliment or comment. The complaints procedure covers complaints made to children’s social services, children’s community health services, early help teams and includes our Special Educational Needs and Disability Assessment Team (SENDAT). This procedure does not cover educational and school complaints.
If you are a child in care or a care leaver, you can contact Coram Voice. It is a charitable organisation. They can help you to get advice, show you what to do and make sure you are listened to.
How we deal with a complaint about children’s services and SENDAT
You have a right to have your complaint investigated and to receive a full and prompt reply. Should you need help with the complaints process we will always try to find someone to support and assist you. Complaints can be about any aspect of children and young people’s services. We will acknowledge your complaint within three working days.
Stage one: Local resolution
Your complaint will be investigated by the relevant manager. You will receive a response within ten working days. If the case is complex or if you require an advocate, we will respond to you within 20 working days.
If you are not happy with the investigation and response to your complaint, you have the right to take your complaint to stage two within 20 working days.
Stage two: Formal investigation
Your complaint will be investigated by an independent investigating officer. You will receive a response within 25 working days. If the case is complex, you may be given an extension of 65 working days.
If you are still not happy with the investigation and/or the recommendations of the complaint, you have the right to take your complaint to hearings panel within 20 working days.
Stage three: Panel review
The panel will consist of an independent chairperson and two independent members. They will meet you and give you an opportunity to put forward your views. They will review the complaint process within 30 working days of your request.
You will receive a letter of findings and recommendations from the chairperson of the panel within five working days. You will also receive a copy of the panel’s minutes and final response from the group director within 15 working days.
How we deal with a complaint about adult social care
When you make a formal complaint, we will contact you to ensure that we understand your concerns completely. Where possible, we will also discuss what you would like to happen to help resolve your complaint. We will acknowledge your complaint within three working days.
If your complaint involves health, home care services, residential or a nursing home, we will discuss this with you to agree how the complaint will be handled.
Stage one: Local resolution
Your complaint will be investigated by the relevant manager. You will receive a response within ten working days. If the case is complex, we will respond to you within 20 working days. We will keep you informed about the progress of your complaint and discuss any changes to the handling of your complaint with you.
Stage two: Escalated response
If you are unhappy with the response you receive at stage one, you can ask that we escalate the complaint. The adults and children’s complaints manager will contact you within five working days on receipt of your request to escalate your complaint and will confirm the details. We will then ask the relevant Service Director to investigate and provide a response within 25 working days.
For further information regarding our complaints procedures, please see our customer feedback and complaints handling policy.
You can also contact the local government ombudsman for further advice.