Search for specific information
   

Local Offer Complaints Process

The Local Offer is a way of providing information about all the services available for children and young people with special educational needs and disabilities (SEND) in the Royal Borough of Windsor and Maidenhead (RBWM).  

It enables families to see more clearly which services are available in their area and how to access them. Through the Local Offer we are committed to providing quality services, however we realise that there may be times when things go wrong and you may not be happy with the service you receive. If this happens, we will do all we can to investigate and solve your problem as quickly as possible.

If your complaint is about any of the following services provided under Section 30.2 of the Children and Families Act 2014, please follow the complaints processes outlined below:

 

(a) education, health and care provision; b) other educational provision and (c) other training provision;

If your complaint is about a school, this should be considered under the School’s own complaints process.  Further information on Education complaints can be found on the Royal Borough website. Please also see the Gov.uk website regarding complaints about schools.

If your complaint is about a college or training provision, this should be considered under the college or provision’s own complaints process.

If your complaint is about an Early Years provider or Childminder, this should be considered under the provider’s own complaints process.  Please also see the information about complaints regarding childminders on the Gov.uk website. including how you can complain to Ofsted.

If your complaint is about special education provision, please see the information on Special Educational Needs and DisabilitiesRight to appeal, Mediation, Disagreement Resolution.  There is also information on the Gov.uk website about complaints regarding special educational provision.

If your complaint is about a health service which is provided through Berkshire Healthcare Foundation Trust (BHFT), this should be considered under BHFT’s complaint process. Further information about this can be found on the Berkshire Healthcare Foundation Trust website.  For complaints about other health providers, this will need to be considered under that provider's complaints policy.  Please also see the information on the Patient Advice and Liaison Service (PALS) about support to make a complaint.

If your complaint is about the social care aspects of a service provided by the Royal Borough of Windsor and Maidenhead (RBWM) then this should be considered under the Social Care Complaints policy.  Further information about the Children's Social Care and Adults Social Care Complaints policy can be found on the Royal Borough website.

 

(d) arrangements for travel to and from schools and post-16 institutions and places at which relevant early years education is provided;

If your complaint is about Home to School Transport or Post 16 Transport, this should be considered as part of the complaints process detailed in Royal Borough of Windsor and Maidenhead’s Home to School Transport Policy and  Post 16 Transport Policy.  Further information about this can be found on the Royal Borough website.

 

(e) provision to assist in preparing children and young people for adulthood and independent living

If your complaint is about provision to assist in preparing children and young people for adulthood and independent living and is in relation to a Social Care service provided by the Royal Borough of Windsor and Maidenhead then this should be considered under the Social Care Complaints policy.  Further information about this can be found on the Royal Borough website.

 

If you have a complaint about any other aspect or service provided by the Royal Borough of Windsor and Maidenhead (RBWM), this will need to be considered under the RBWM Corporate complaints process.  Further information about this can be found on the Royal Borough website.

If you have a complaint about any other provider the complaint will need to be considered under the organisation’s own complaints process. In this case, please contact the organisation direct using the contact details on the Local Offer.

 

Further Information

If you any further queries about the information provided here, please contact the Children & Young People Disability Service on 01628 685878 or email Local.Offer@achievingforchildren

 

Useful Links