Response Service

Family and Children's Services comments, compliments and complaints.

• do you currently use Family and Children's Services?
• do you feel you have a right to a service from Family and Children's Services?
• are you are carer, relative or representative acting on someone's behalf?

We are committed to providing a high quality service to our residents and users. Telling us about a service that has been particularly helpful, or thanking a member of staff for their support helps us to do this.

However there are some occasions when things go wrong. If this happens, we want to hear about it so we can try and put things right. You have a right to complain and your complaints could improve the service we provide for yourself and others.

We would like know:

• if you have been satisfied with the service you have received.
• if you think we have made mistakes.
• if you think things could have been done differently.
• if you have any comments or suggestions.

Making a complaint will not have a negative effect on the service you receive, or services you are intending to receive.

The Royal Borough welcomes the opportunity that complaints provide, to improve the quality of services, and every effort will be made to resolve them where this is possible.

If you are not happy with the service you have received, you should first talk to a member of the team (or their manager) providing the service. They may be able to resolve your concerns quickly; however, if you remain unhappy, please use the details below to contact us.

The procedure for children’s social care complaints follows the regulations and guidance by the Department for Education:  

You can view the statutory social care complaints procedure.

You can also find out how to complain about schools.

What to do if you have something to say

There are several options available to contact us;

• using the Response Service's online comments, complaints and compliments form
• freephone number - 0808 202 6210
• sending a text message to 07981 870216
• sending a fax to 020 7368 0316
• emailing fcsresponseservice@rbkc.gov.uk
• visiting us in person (if you intend to visit us, we do recommend you call us to book an appointment)

When you contact us, please tell us

• your name, address and contact details
• if you are complaining on behalf of someone else, the full name and address of the person you represent, what the compliment, comment or complaint is
• how you would like us to put it right
• if you have any particular requirements, for example if you need an interpreter