If we can't agree

We aim to work closely with parents and carers and plan together the support a child or young person needs.

We try to make sure that resources are shared so that all children receive the support and services they need. For some services, we have to set eligibility criteria so that it is clear how we make decisions on which children can access these resources.

Sometimes families do not agree with the decisions we make. When that happens we try to do everything we can to resolve the disagreement first through discussion. There are lots of ways to resolve the disagreement in the first place and we want to do this together with you.

Children and young people's needs change over time. We want to make sure that families don't struggle if there is a disagreement about the support being provided to your child.

Who to contact to discuss a decision

If you would like to discuss a decision, contact the service provider first.

If you need support to do this, contact the Special Educational Needs and Disability Information, Advice and Support Service (SENDIASS).

Find out more about SENDIASS.

If discussion does not resolve the disagreement

If the discussion does not resolve the disagreement, you can access independent mediation.

Mediation is a positive, forward-thinking yet confidential process designed to resolve personal and professional disputes using a neutral third party to facilitate a settlement. The mediator does not judge or impose a solution but helps both parties work towards a mutually satisfactory outcome.

Mediation is the quickest way of getting all key decision-makers together for a full and frank discussion. It has a high rate of resolution and does not prejudice your legal rights.

Global Mediation offer a wide range of mediation services, covering all aspects of personal and professional life.

Parents' rights

As a parent, remember that in carrying out functions under the Children and Families Act 2014, Local Authorities must have regard for:

  • the views, wishes, and feelings of the child, young person, or parent
  • the importance of the child, young person, or parent's full participation in decisions
  • the importance of the child, young person, or parent being provided with the necessary information and support to participate
  • the need to support the child or young person to achieve the best educational or other outcomes

Complaints about Camden Children’s Services

We have a complaints procedure for all of our Council services.

Find out how to make a complaint directly to our Children's Services Complaints Team.

The appeal process

Should parents disagree with the level of resource proposed then they have the right to complain. As part of the complaints procedure, the decision-making process and the decision itself will be investigated. If either is challenged then this could result in the decision being reconsidered.

Parents have 28 days from the date of the letter confirming the level of resource to make a formal complaint.

Complaints should be directed to the North and East London Commissioning Support Unit (NEL CSU) Patient Experience and Effectiveness Team. This is an NHS organisation that manages the complaints process on behalf of Camden CCG.

Upon receipt of a formal complaint, the NEL CSU will review the case within 10 working days. An independent assessment may be requested.

The Patient Experience and Effectiveness Team will gather and scrutinise all assessments tools and decisions relating to the case. This is to understand the specific concerns raised by the parent or carer. The Children’s and Young People’s safeguarding lead for Camden may be involved in a review process.

It may take up to 30 working days for the review to be held.

Requesting an independent review of your case

If you feel dissatisfied, you can request an independent review of your case. You can contact the Parliamentary and Health Service Ombudsman (PHSO).

This must be done within a year after the day that you first had notice of the matters alleged in the complaint. If the PHSO considers it reasonable to review the complaint outside of this timescale, then it may be changed.

Single Route of Redress for children and young people

We aim to work with parents and other agencies to ensure that there is an agreement on how to meet Children and Young people’s special educational needs. As a parent, carer, guardian or young person, you may still feel dissatisfied. If this is the case, you may exercise your rights of appeal to a tribunal through Her Majesty’s Courts and Tribunals Services.

Find out more about the Health, Education and Social Care (HESC) Chamber of the First-Tier Tribunal on the Gov.uk website.