How to make a complaint

If you are still unable to resolve any disagreements, you can make a formal complaint.

You must follow the correct process for making a complaint so that the right people can deal with your complaint as soon as possible.

Complain about a council-run service

If you are not happy with a decision that we have made or the service we provided, we want you to tell us. We will treat you with respect and fairness, and take action as quickly as possible.

If you have a complaint about:

• an EHCP decision, go to if you disagree with an EHCP decision
• social care services, go to children and families feedback and complaints
• other council services including the SEND service, go to the complaints page to read our complaints policy and make a complaint

If you are writing a formal email complaint to a Wokingham Borough Council Case Officer, you can also send the email to ChildrensServicesComplaints@wokingham.gov.uk

Complain about an early years or nursery provider, school or college

If you need to complain about an early years setting (including childminders) or nursery, school or college, you should approach them directly.

All education providers registered with Ofsted must publish their complaints procedure. You should be able to find this on their website, but if you cannot find it, you can contact them and ask for a copy.

If your complaint is about your child's Education, Health and Care Plan (EHCP), you should also let our SEND service know.

To find out more information, see complain about a school - special educational needs (SEN) on GOV.UK.

Complain about an NHS service

If you need to complain about an NHS service, you should approach them directly.

All NHS service providers must publish their complaints procedure. You should be able to find this on their website, but if you cannot find it, ask a member of staff for a copy.

Find out how to complain to the NHS on the NHS website.

You can also contact the Patient Advice and Liaison Service (PALS) at each NHS Trust. They offer confidential advice, support and information on health-related matters.

Find out what PALS is the NHS website.

Wokingham Healthwatch provides information, advice and guidance on health matters. They will listen to your worries and concerns and give you advice.

Find out more about Wokingham Healthwatch.

Take your complaint further

If your complaint is about any of our services, and you are unhappy with the outcome, you can complain to the Local Government Ombudsman. This is the final step of the complaints process.

You can make a complaint to the Local Government Ombudsman at any time during the process, however, they will usually only investigate a complaint once you have completed our complaints process. You can read more about this in our Complaints policy. You can complain to the Local Government Ombudsman within 12 months of your formal complaint.