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Southend's Children and Families Information PointSHIP Adults

The Statutory Complaints Procedure for Social Care is a statutory service for individuals who wish to complain about a service that either they or their child have received from Children’s Services.


The procedure aims to resolve complaints swiftly by the team that provide the service. 


The complaints procedure is used as a tool for monitoring and improving the service that is provided.



Contact:: Monday to Friday 08.00 to 17.00 – 01702 215515


How to refer: Contact the Complaints Manager by letter, phone or email or complete an on-line complaints form on Southend Borough Council’s website

Complaints can be accepted from a child or young person or a person who holds Parental Responsibility for the child concerned.  In exceptional circumstances other individuals may be entitled to complain.


Referral Criteria:  The child must be Looked After or a Child in Need


Response time:  Advice on pursuing a complaint will be given by the Complaints Manager on first contact with the service.


Stage 1 Complaints will usually be responded to within 10 working days, more complicated complaints may require up to 20 working days to respond.


Further information regarding the Complaints Procedure may be obtained from the Complaints Manager.


Carolyn Williams

Complaints Manager

Southend Borough Council

Department of People

Civic Centre, Victoria Avenue


Essex SS2 6 ER



If you are unhappy with this Service please contact: Local Government Ombudsman 0300 061 0614

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