There are 2 stages to the SEND complaints procedure:
Stage 1
Please send your complaint to;
Children’s & Adults Complaints Team, SMBC, Council House, Solihull, B91 3QB
Tel: 0121 704 8296
Email: candacomplaints@solihull.gov.uk
We register and acknowledge your complaint and agree and confirm your complaints with you.
We will then pass them to a member of staff from the service area to investigate and respond. They may contact you to talk about your complaint in more detail and will provide a written response, aiming to resolve your problem in a maximum of 30 working days.
If you’re unhappy with the result of stage 1, please contact us by email at candacomplaints@solihull.gov.uk or call 0121 704 8296, within 10 working days of our response, explaining why you are still unhappy and what you would like to happen.
For further information please see the Children’s Services complaints, compliments and comments webpage.
Stage 2
We will ask the Head of Service from the service area to look at your complaint again and check that we have done everything we can to try to solve your problem.
We will aim to reply to you within 10 working days, however where a complaint is more complex to review this can be extended to 20 working days.
I’m still unhappy
If you are still unhappy you can contact the Local Government Ombudsman who will give you independent advice on your complaint.
Data protection
We will share information you give us with the part of the Council you name and other outside agencies. When you make a complaint we may get in touch with you to talk about it. If you would like to know more please contact the Complaints Manager by email or call 0121 704 8296.