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Feedback and complaints – what happens next?

The Local Offer website makes it easier for you to provide feedback and suggestions for improvements to the people who run services, activities or offer support to children and young people with special educational needs and disabilities, and their families.

When you submit your feedback, your views and comments will be forwarded to the relevant service lead or organisation within two working days. They have been asked to respond to your comments within 25 working days. However, some organisations may have different response times.

The intention is that organisations will learn from your feedback what works well, what isn’t working and make changes that address the views expressed by children, young people and parent/carers and their experiences.

The feedback you provide to services through the Local Offer website does not replace the process that an organisation has in place to respond to complaints about its activities and services. If you have a complaint please go to their website and look for the complaints policy which will explain about how to make a formal complaint. If they are signed up to a quality award or quality standard that will also include information about complaints.  

Where does your feedback get sent?

Suffolk County Council Services

Feedback for these services is passed to the SEND Business Systems team at Suffolk County Council (SENDBusinessSystems@suffolk.gov.uk):

As SEND Business Systems manage these individual teams' feedback, please be aware that contacting services individually may affect response times.

Feedback for these Suffolk County Council services are passed on individually:

  • Adult Community Services – Head of Operations and Partnerships, Shaun Overy, Sarah Nasmyth-Miller, Rob Kirkpatrick, Suffolk County Council
  • Transport – Tracey Vobe, Suffolk County Council
  • Suffolk Multi-Agency Safeguarding Hub - Tania Bagelman, Suffolk County Council
  • Social Care / Disabled Children and Young People’s Service – Janet Cooper-Medrano, Suffolk County Council
  • Early Help / CAF – Clare Besley, Suffolk County Council
  • Health visiting, School nursing services in the rest of Suffolk – Lisa Steele, Suffolk County Council
  • Early Years and Childcare – Christina Lewis, Suffolk County Council

NHS Services

Feedback about an individual NHS provider service page including: pages very informative and helpful; information is not clear; information required not found on service page:

Feedback about services provided by an NHS health provider relating to: Positive comments; failure to provide a service; inadequate standards of service; disagreement with a decision made regarding health provision in EHCPs; failure to follow the appropriate local EHCP processes for EH; treatment by or attitude of an employee:

Further information

Healthwatch Suffolk

Healthwatch Suffolk monitors all health and social care services in the county. They use feedback from the public to better understand what it’s really like to access services and to help improve the health and social care system. Visit their website - www.healthwatchsuffolk.co.uk/services to submit an anonymous review.

The role of NHS Patient Advice and Liaison Services (PALS)

  • Resolve problems or concerns about health services as quickly as possible.
  • Offer information, advice and support for children, young people, and families.
  • Improve and develop the services that are provided for you, by responding to your concerns.
  • Act as an early warning system for the clinical commissioning groups by monitoring and highlighting any problems or gaps in service provision.

Local Offer Advisor

If you would like help using the website to find information about services and support in your local area, you can contact the Local Offer advisor by telephone on 0345 606 1490 or email localoffer@suffolk.gov.uk. You can access support Monday to Fridays, 9am – 5pm.

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