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Complaints Procedure for Children and Young People

Children and young people looked after by the Shetland Islands Council should feel safe and well cared for.

If you are not satisfied with the way you are being looked after, or with what is happening to you, you are entitled to complain.

Who can complain?

  • Anyone who is living in a residential home run by the Education and Social Care Department
  • Anyone who is living in foster care
  • Anyone who is receiving care arranged by the Education and Social Care Department
  • Anyone who is receiving any other service from the Department
  • Anyone who has asked for help, advice or a service from the Education and Social Care Department and has been refused.
  • You can also complain for someone else if they have asked you to.

Complaint forms are available from:

Education and Social Care Department, 92 St Olaf Street, Lerwick, ZE1 0ES or Tel: 01595 744400

How to complain

If you feel able to do so, speak to a member of staff, your key worker or social worker, who will try to sort things out.

If this does not work, they will help you, if you wish, to write down a complaint or arrange for someone else to help you do this.

The complaint will then be sent to the Chief Social Work Officer, Education and Social Care Department.

We understand that this may not be easy, so if you prefer, you can call.

What Happens Next?

When you have made a complaint we will let you know within 5 working days that we have received it. Someone will speak to you to make sure that we have properly understood your complaint. If you prefer, you can have a friend, or someone of your choice with you to help you.

You will be told how we will try to sort out your complaint.

What if you are still not satisfied?

If you are still not satisfied with our reply, let us know. This is called an appeal. We will let you know how to appeal, and help you to do this.

Your appeal will be listened to and considered by a group of people called a "Review Panel", and they will recommend to the council what they think should be done.

or

You may wish to get advice from:

Who Cares? Scotland - the organisation for children and young people who are looked after.

tel: 0141 226 4441 email: enquiries@whocaresscotland.org

Childline Scotland Bullying Helpline tel: 0800 44 11 11

Living away from home? The Line tel: 0800 88 44 44

National Childline tel: 0800 11 11

Are you deaf or do you find using a regular phone difficult? Confidential support and advice - Childline Textphone Service tel: 0800 400 222

 

IF YOU HAVE A COMPLAINT ABOUT WHAT IS HAPPENING TO YOU WE WANT TO HEAR ABOUT IT AND WE WILL DO OUR BEST TO PUT THINGS RIGHT.

For further information, please see our leaflets page.