If you would like someone to be If you remain dissatisfied what
with you e.g. a relative, friend or can you do?
Who Cares? Worker, when the
officer speaks with you, that’s ► If the matter has been dealt with
fine. as a first level complaint – you
can ask for it to be looked at again
The officer will also speak to all by a more senior officer.
the persons concerned with your
How to Appeal a
complaint and will examine
records, etc, as appropriate.
► If the matter has been dealt with
as a second level complaint –
you can ask for the matter to be
(Throughcare & Aftercare)
You will receive a written answer
looked at by the Director of Social
to your complaint within 28 days if Just as young people and their parents do
it is a second level complaint. not always agree, the same can be true for
young people receiving support from Social
Work, Housing Services, Barnardos Spring-
► If after hearing from the board and other Highland Council services.
If matters are very complex and
Director of Social Work you re-
an answer cannot be given within Highland Council has a duty to promote and
main dissatisfied – you can ask protect your health and well being, ensure
these timescales, you will be you have a reasonable standard of living and
for your complaint to be referred to respect your human rights. If you disagree
contacted. The investigating
to a Complaints Review with a decision that has been made about
officer will explain the position to you, or feel you have been treated unfairly or
Committee. feel you are not receiving a reasonable
you and an agreement will be standard of support from Social Work,
reached about when you can Housing. Barnardos Springboard and other
Highland Council services, then you have the
expect a response. right to complain, and have your complaint
* Please note the text in the yellow box is liable to
change. This leaflet explains how Highland Council
will deal with your complaint.
If it is a complaint about your Aftercare The Complaints Officer will record
Plan then you would need to meet with the
your complaint and you will receive
Senior Social Worker for Throughcare and
Aftercare, who will look at your an acknowledgement within 5 days
assessment again and either recommend
that matters are being dealt with.
How do I make a complaint? changes or recommend it stays the same.
Once again, you can have someone with He/she will try and resolve any
Highland Council would prefer any complaint you to provide support.
to be resolved through talking things over, problems as quickly as possible.
informally. If you are living in a residential
unit, foster placement, secure Senior Social Worker (This is called a first level complaint).
accommodation, at home or in a supported
Throughcare & Aftercare
flat/house, you could discuss your complaint
with a member of staff, your carer, your The Bridge
Social Worker, your Support Worker or put Unit 8A If this is not possible, your complaint
your complaint in writing. If you feel unable
to do this yourself then you could get help Seafield Road will be allocated to a more senior
from somebody, such as: Longman Industrial Estate
member of staff, who will contact you
► Barnardos Springboard Project IV1 1SG and invite you to discuss your
Tel No: 01463 718436 complaint in more detail at a time
If you remain dissatisfied with your
► Careers Keyworker Throughcare or Aftercare plan/ and place that suits you. (This is
Tel No: 01463 244311 assessment then you need to put your
called a second level complaint).
complaint in writing and send it to:
► Children’s Rights Officer
Tel No: 0800 0853 569 Complaints Officer
► Who Cares? Scotland
Young Persons Worker
Tel No: 07712 870335 Leachkin Road
► Any other trusted person
IV3 8NN Tel: 01463 703575