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Hertfordshire County Council

Coronavirus impact on complaints service
There may be interruptions to our service and delays in responses to complaints and letters, as we balance delivering critical services and keeping people safe.

The quickest way to complain, give a compliment or comment about a county council service is online.


If someone is in immediate danger, report your adult care or child protection concerns.
 

For most services:

We'll acknowledge your complaint or comment within 3 working days.

We aim to respond within 2 weeks (10 working days).

If it's going to take us longer to look into your complaint, we'll let you know.

Complaints about schools

Hertfordshire County Council does not control schools and is not responsible for dealing with complaints about them.  
All complaints regarding schools are for each school’s internal investigation and resolution.  
This is because the law requires all schools to have their own complaints process that has been approved by Governors and publicised by the school.
Contact details for your child’s school

Children's Services

Complaints regarding child protection matters are dealt with under the Hertfordshire Safeguarding Children’s Partnership procedures.

Section 4.2 Complaints

Section 7.1 Complaints

Once the Complaints Team has received your complaint, you will be sent an acknowledgement in writing to confirm whether your complaint can be accepted or not and, if so, which complaints process applies.

HCC Children's Services complaints

The majority of complaints will be dealt with through this process unless they specifically relate to the discharge of the Local Authority’s statutory duties under the Children Act 1989.

Children's social care Statutory Complaints

This process covers complaints about services delivered to children and young people under Part 3 of the 1989 Act and specific functions under Parts 4 and 5 of the Act.
This includes services being provided under Section 17 of the Children Act 1989 as well as certain complaints about fostering, special guardianship, adoption services and children leaving care.

Complaining on behalf of someone else

Not everyone has an automatic right to complain due to the risk of breaching Data Protection legislation.
For example, extended family members do not have an automatic right to complain. Someone with Parental Responsibility for the child/ren in question would normally need to consent to a third party taking the complaint forward on their behalf.

Adult Care Services

Complaints relating to adults receiving social care services will be processed under this procedure.
ACS Have your say (March 2020)

Complaining on behalf of someone else

If you are complaining on behalf of someone else, you need to include written consent from them. If you cannot obtain consent, we will still look at the situation to make sure the person is safe and well, but it will not go through the formal complaint’s procedure.

Have your say

You can complain about a county councillor.

You can also contact us to discuss the following issues, but we don't treat these as formal complaints:

 

Complaints managers

Children's services
Including children's social care, education and support for families, children and young people.

Kam Bhangal (Complaints Manager)

cs.complaints@hertfordshire.gov.uk

01992 588542


Adult social services
Including adult social care, blue badge, services for older people and disabled people, customer services.

 Kam Bhangal (Complaints Manager)

acs.complaints@hertfordshire.gov.uk

01992 556685

 

Highways and environment
Including household waste recycling centres and public & school transport.

Allison Short (Complaints Manager)

environment.customerservices@hertfordshire.gov.uk

01992 555211


Libraries

Rachel Bilton (Area Librarian : East)

rachel.bilton@hertfordshire.gov.uk

0300 123 4040


Fire and Rescue and Trading Standards
Complaints about the standard of service provided by Fire and Rescue and Trading Standards.

 John Johnstone (Senior Business Support Manager)

cpd.customerservices@hertfordshire.gov.uk

01992 507537

To complain about a trader or product, contact the Citizens Advice consumer helpline.


Resources
Births, deaths and marriages, citizenship, property, finance and HR.

 

Public Health
Including stop smoking, drug and alcohol, sexual health and weight management services.

Gill Burlingham (Complaints Manager)

publichealth@hertfordshire.gov.uk

0300 123 4040

 

 

 

 

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