This guide provides you with all the information you need to make a complaint. Making a complaint sounds very official but don’t worry there will be someone to help you every step of the way.
If you’d like to, you can also download and print a PDF version of this complaints process guide which has been designed in a flowchart format.
Who to contact
The Customer Relations Team deal with all complaint to do with Devon County Council we will ensure that your complaint gets to the right people to be responded to. We are happy to help even if you’re not sure you want to make a complaint.
Customer Relations Team
County Hall
Topsham Road
EX2 4QD
Telephone: 0800 212 783
Email: customer.relations@devon.gov.uk
How soon should you make a complaint
Let us know as soon as possible if something went wrong so that we can look into any issue and if possible, put it right for you. It’s helpful if you can tell us within 12 months of the issue happening but there may be occasions when we might be able to look into issues further back.
If you cannot make the complaint yourself
Anyone can make a complaint on your behalf, for example, your teacher, your parent or carer, another member of your family or your social worker.
Advocacy services
Devon County Council’s Children’s Services have joined up with the National Youth Advocacy Service (NYAS), who provide any child or young person with an advocate (someone who provides support when you need it).
You can contact them by:
- calling the helpline on 0808 808 1001
- emailing help@nyas.net
- visiting the National Youth Advocacy Service’s website
What to expect if you make a complaint
Stage 1
We will write to you to confirm we have received your complaint. We will tell you as part of this who will be responding to your complaint and when you will hear from them.
A manager will investigate your complaint and then send you a written reply. This is usually within 10 working days unless your complaint is complex in which case it could take up to 20 days.
If you’re not happy with the response
Stage 2
Let us know within 20 working days of our reply so that we can arrange for someone independent from the Council to review your complaint.
Once your complaint has been investigated at stage 2, the independent people will send us a report with their findings and recommendations for actions the Council can take to resolve your complaint. We will then write to you and will explain how we are going to do what the independent people recommended.
Stage 2 can take up to 25 working days, but sometimes trickier cases can take up to 65 working days.
If you’re still not happy with the response
Stage 3
You can ask for a review panel to be set up. This is when three people who do not work for the Council will review your complaint and the responses given.
After meeting, the independent panel will send us a report with their findings and recommendations. You can attend the meeting to give your views if you wish.
We will then write to you, telling you how we are going to do what the independent panel recommended. Stage 3 in total can take up to 50 working days.
If you’re still not happy after stage 3
If you are still not happy with the answers you have received after your complaint has been through all three stages of the complaints process, you have the right to make a complaint to the Local Government and Social Care Ombudsman who can be contacted at:
PO Box 4771
Coventry, CV4 0EH
Telephone: 0300 061 0614 or visit the Local Government and Social Care Ombudsman website.