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 4.5.1 Complaints in Relation to Designated Officer Strategy Meetings
Section 4.5.2 Complaints in Relation to Child Protection Conferences
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 Services Complaints Process
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.
Adult social services
Including adult social care, blue badge, services for older people and disabled people, customer services.
Highways and environment
Including household waste recycling centres and public & school transport.
Libraries
Fire and Rescue and Trading Standards
Complaints about the standard of service provided by Fire and Rescue and Trading Standards.
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.