Complaint form – Adult (parent, carer, prospective adopter, etc.)

How to make a comment or complaint about Bradford Children and Families Trust (BCFT)

Bradford Children and Families Trust welcomes comments, complaints and compliments from service users and is committed to using feedback received to improve the quality of our services.

If you are dissatisfied with the Social Care provided by Bradford Children and Families Trust in the first instance talk to a member of staff involved in providing a service to you. They will try to sort out your complaint. Most complaints are resolved quickly at this stage.

If you have tried to resolve your complaint, but are still unsatisfied, or if the problem reoccurs you can contact the Customer Care team.

If your complaint is about a service we run, then please complete the form below

    Which is the preferred method that we can contact you by?

    Do you have parental responsibility?

    What happens next?

    Our Complaints Procedure

    Stage 1

    A direct Line Manager responsible for providing the service will look into the issues raised by you and will provide a written response. The response will be made within 10 working days of receiving the complaint. Depending on the complexity of the complaint this may not always be possible, and it may be necessary to agree on an extension (of a maximum of 10 working days).

    Stage 2

    If you are dissatisfied with the response at stage 1 you can request to the customer care team (customer.care@bradfordcft.org.uk) that the complaint is escalated to stage 2.

    For statutory complaints (made by children or young people themselves, or complaints made by other people representing or acting in the best interest of the child or young person) this will be undertaken by an Investigating Officer from the Customer Care team  and an Independent Person who does not work for Bradford Children and Families Trust. Following this investigation you will receive a response from the Adjudicating Officer together with a copy of the Investigating Officer’s and the Independent Person’s reports within 25 working days. Depending on the complexity of the complaint this may not always be possible, and it may be necessary to agree on an extension (of a maximum of 40 working days).

    For corporate complaints, the stage 2 investigation will be undertaken by an Investigating Officer from the Customer Care team  within 65 working days.

    Stage 3 (statutory complaints only)

    If you remain dissatisfied you can request within 20 working days to the customer care team (customer.care@bradfordcft.org.uk) that the complaint is escalated to stage 3.

    The Customer Care Manager will convene a Panel to review the stage 2 investigation and the response. The Panel is made of 3 Independent Persons. The Panel will make recommendations to the Social Care and Practice Executive Director Strategic Director, who will write to you within 15 working days.

    The Local Government and Social Care Ombudsman

    The Local Government and Social Care Ombudsman (LGSCO) is an independent person appointed by Parliament who investigates complaints against Councils and other organisations. In most cases the Ombudsman would only considerate investigating complaints that have previously been looked into through the Bradford Children and Families Trust Complaints Procedure.

    If you remain dissatisfied with the outcome of your complaint after exhausting the Bradford Children and Families Trust Complaints Procedures or think that the complaint has not been dealt with properly then you can contact the LGSCO at

    PO Box 4771
    Coventry
    CV4 0EH

    Telephone: 0300 061 0614 

    Website: www.lgo.org.uk.


    Compliments

    Tell us we’ve done something well.

    If we have done something well, please let us know. Your compliments will be shared with the team or member of staff who has done a good job.


    Customer Care Team contact details

    Phone: 01274 432090
    Email: customer.care@bradfordcft.org.uk