What SENDIAS does
Somerset SENDIAS helps children, young people, and their parents or carers by giving them confidential and impartial information. This helps them make informed choices about their own or their child’s special educational needs and disabilities (SEND).
How to make a complaint
If you are unhappy with what the service or its staff have done – or not done – and it has not been immediately resolved, you can send a written complaint to:
The Manager
Somerset SENDIAS
The Hollies Children’s Centre
South Street
Taunton
TA1 3AG
What happens when you make a complaint
Complaint Stage 1
If you make a complaint, the Somerset SENDIAS Manager will send you a written reply within 14 working days.
The reply will tell you:
- Who is looking into your complaint
- How to contact them
- When you can expect a full answer after they have looked into it
Usually, you will get this full answer within 15 working days. If it is a complex issue and takes longer, they will let you know.
Complaint Stage 2
If you are not happy with the first reply to your complaint, it will be passed to the Participation and Partnership Manager in Children’s Services. This person will check if the correct procedures and statutory regulations were followed. They might also suggest having a meeting to help sort things out, and they may advise the Director of Children’s Services about the issue.
You should get a reply within 10 working days, unless there is a good reason for a delay. If it will take longer, they will explain why and give you a new date.
The reply will also tell you that you can contact the Local Government Ombudsman if you are still not happy.
If your complaint is about the Participation and Partnership Manager themselves, then the Director of Children’s Services will decide how it should be handled.
Complaint Stage 3
If you still feel that the matter has not been dealt with fairly, you can contact the Local Government Ombudsman.
Local Government Ombudsman
The Oaks
2 Westwood Way
Westwood Business Park
COVENTRY
CV4 8JB
Phone: 0845 602 1983
