Support with resolving problems
Cerebra have put together a 'Problem Solving Toolkit' for disabled people, their parents and carers who are facing difficulties with the statutory agencies in relation to the provision of health and education or social care supporting services. The aim of the toolkit is to develop effective strategies for resolving problems.
Complain about a local authority service or department including Social Care
Formal complaints about council services must be made within 12 months of the incident. Complaints will be acknowledged within three working days and investigated in accordance with the county council’s policy.
Complain about an education setting (schools, colleges, nurseries, early years providers)
If you wish to make a complaint about a school or any other education setting you must follow their complaints policy. Policies may be found via the links on the Local Offer website or directly from the education setting.
Complain about a health service
NHS England is responsible for purchasing primary care services such as GPs, dentists, pharmacists, optical services and some specialised services, and should be contacted to make a formal official complaint:
For secondary care including hospital treatments, emergency care and some community services, like district nursing, contact your local Clinical Commissioning Group:
Complain about an external, independent agency or provider (group, club, charity or other) that you have found on the Local Offer
Complaints will need to be made to the agency or service directly (for example a charity running a group). They should have a complaints policy.
If you have already made a complaint and feel dissatisfied with the result, please give us feedback using our
online form and we will register your complaint and, if appropriate, will take action accordingly which may include the following:
- The Local Offer manager will contact the provider and ask for information about the complaint which will be discussed with the Assistant Director for Vulnerable Learners.
- The Assistant Director for Vulnerable Learners will review the complaint and advise further action.
- Action could be: monitor the provision with visits by 'secret shoppers', refer the provision to relative services such as Fire, Trading Standards, QCS.
- If the complaint is found to be fair: and the service is not fit for purpose, then the provision may be removed from the Local Offer.