Compliments and Complaints

We would love to hear your feed back about staff or services you have used. This will support us in strengthening relationships, improving communication and the quality of customer service in order to give us an opportunity to feedback to service staff.

Compliments about the SEND and Inclusion Service

We always welcome compliments directly to the staff, copying in line managers or you can do this by emailing the ‘Head of SEND and Inclusion Service’, via: [email protected].

Complaints about the SEND and Inclusion Service

Camden Council’s definition of a complaint is:

‘When someone lets us know that they are unhappy with our service, and they want us to take action to resolve it’.

We are always working to develop the SEND and Inclusion service and provide the best level of support for children young people and their families. Sometimes we will get it wrong and aim to work in partnership with families and professionals to resolve concerns as quickly and effectively as possible.

In the first instance, we always encourage for contact to be made with a Case Officer or refer to the team structure to raise any concerns you may have with the service. We will try to find a resolution that you are happy with before you make a formal complaint.

You can log your formal complaint using our online form or contact us using the below details. You will receive a reference number which can be used to track your complaint and will help the SEND & Inclusion Service to streamline a response, and respective actions.

The Complaints Team Contact details Postal address:

Town Hall, Judd Street, London WC1H 9JE

Email:[email protected]

Telephone: 020 7974 4444

Website: Complaints

Please note depending on the type of complaint that you have, you may have a right of appeal through mediation and the SENDIST First-Tier Tribunal. Please be aware if your complaint refers to a decision which is appealable to the Tribunal, we may not be able to consider it until the appeal is concluded.

You can appeal to SENDIST First-Tier Tribunal, if the Local Authority:

  • Refuses to arrange an EHC assessment of a child or young person’s special educational needs, following a request by the child’s parents, young person or school/college.
  • Refuses to issue and EHC Plan for a child or young person after completing an

EHC needs assessment.

  • Refuses to arrange an EHC reassessment of a child or young person (following a request by the child’s parent, young person’s or school/college) if the local authority has not carried out an EHC needs assessment in the last six months
  • Decides to cease to maintain an EHC Plan.
  • Decides not to amend the EHC Plan following an annual review.
  • Decides not to change the EHC Plan after carrying out an EHC needs reassessment; or has finalised, or has changed a previous EHC Plan, and you disagree with one or all of the following:
    • The Section which specifies a child or young person’s special educational needs in Section B of the EHC Plan.
    • The Section which specifies special educational provision in Section F of the EHC Plan.
    • The school/college/institution or type of school/college/institution named in Section I of the EHC Plan or type of school named in Section I of the EHC Plan.
    • The Local Authority not naming a setting/ school/college/institution in Section I of the EHC Plan.

Complaints about education settings - nurseries, early years providers, schools and colleges

If you have a complaint about a setting, we would encourage you to speak to either the SENCO or Head Teacher. This provides you with an opportunity to raise your concerns and for the setting to address the matter. It is often better for everyone if matters can be resolved in this way however, if you need the support of theSEND Team, please get in touch.

Support

You can access free information, advice and support about understanding your rights and making a complaint regarding children and young people with special educational needs:

Special Educational Needs and Disability Information Advice and Support Service (SENDIASS)

We offer impartial information, advice and support to parents/carers of children and young people with Special Educational Needs and Disabilities (SEND) aged 0 to 25 years.

Email: [email protected]

Website: Sendiass Camden

Independent Provider of Special Education Advice (IPSEA)

IPSEA offers free and independent legal information, advice and support to help get the right education for children and young people with all kinds of special educational needs and disabilities (SEND).

They also provide training on the SEND legal framework to parents and carers, professionals and other organisations.

Website - IPSEA