Independent Persons Service for City of York Council Children’s Social Care Complaints Procedure

City of York Council requires an agency (The Supplier) that will be able to provide people to oversee complaint investigations and, on some occasions, lead investigations into complaints made about any aspect of Children’s Social Care Services and potentially on occasion in Adult or Corporate Services. The Supplier must recruit and supervise a sufficient number of suitably qualified and experienced staff to work on a flexible basis as and when required. The Supplier must ensure the process of the investigation is independent, comprehensive, transparent and fair and is delivered in accordance with the Government guidance ‘Getting the Best from Complaints’.

Where required the Supplier will need to interview the complainant and relevant members of staff, review policy, procedure, government legislation using virtual/remote channels and only in person where there is a specific need that has been discussed and agreed with us/the council/the team and case notes and produce a report in an agreed format and within the appropriate timescales to comply with legislation and good practice. The reports will need to detail how they investigated the complaint the conclusions they reached and any recommendations for resolving the complaint, whilst having due regard to issues such as data protection, duty of care to vulnerable customers and be written in a style appropriate to the individual customers. Additional information: Interested parties can download the Selection Questionnaire (SQ) and Tender documents directly from yortender.eu-supply.com ↗ using the Yortender reference: 78783. The procurement documentation should be completed and returned by no later than the deadline specified in IV.3.4. Late submissions will not be accepted.