Complaints Procedure

RIASS is an arms-length service to Redbridge Council, however as the service sits within the Local Authority, the service upholds the council’s complaints procedure.

When a young person, parent/carer or anyone else asks to make a complaint, they will be automatically referred to the Council’s reporting page, to provide an opportunity to make a formal complaint, https://www.redbridge.gov.uk/have-your-say/complaints-about-our-services.

RIASS will however try to help the complainant resolve any concerns informally, before moving forward with a formal complaint.

RIASS staff will inform the manager of the service about the concerns and the opportunity will be given to the complainant to meet with the manager, to discuss these concerns.

RIASS will endeavour to respond to any complaints within 10 working days.

If the complaint is about the RIASS manager, then contact details of their line manager will be passed to the complainant.

Making an informal complaint does not stop the right to escalate the complaint to the formal stage at any time.

All complaints made to RIASS, both formally and informally will be shared with the RIASS Steering Group and discussed at a future team meeting. Service procedures or working practices will be reviewed and amended, to ensure that the concerns of the complainant have been addressed and that we have learned from the complaint and improved our service accordingly.

UPDATED: JANUARY 2023