Mediation, complaints and appeals
We aim to work together with parents and carers to plan the support a child or young person may need. Sometimes you might not agree with the decisions we make. When this happens, we first try to resolve any issues through informal discussion as we aim to find a solution together.
We want to make sure that families are aware of the processes available if there is a disagreement about the support being provided. Below are the different steps you can take to discuss and appeal a decision we have made.
Discussion
If you are unhappy or unsure about a decision that has been made, contact the service provider who made the decision. e.g. Short Breaks service or your SEN Case Officer. Concerns can be escalated through line management and are usually resolved without a formal complaint.
If you still disagree with the decision, the Special Educational Needs and Disability Information, Advice and Support Service (SENDIASS) can support with providing free, impartial advice, helping you to navigate the system.
SENDIASS can be contacted via their online form, and an officer will respond within 5 working days.
Mediation
If an early discussion with the service does not resolve the disagreement, you can access independent mediation. Mediation is a positive, confidential process designed to resolve disputes using a neutral third party to support in reaching a solution.
Acknowledging both your legal rights and personal wishes, mediation is often the quickest way to resolve issues and has a high success rate.
- Global Mediation offer a wide range of mediation services, covering all aspects of personal and professional life
- Gov Tribunal
Complaints
If mediation has been unsuccessful and you would like to complain about a service, please see our complaints policy for guidance. We aim to respond to complaints within 10 working days.
Complaints for children’s services can be directed to our Children's Services Complaints Team.
Complaints for any Council services can be made via the following ways:
- our online complaints form
- email: complaints@camden.gov.uk
- phone: 020 7974 4444
Health
- complaints should be made directly to the healthcare provider that you are unhappy with e.g. a GP surgery or hospital. If you are unsure how to complain directly to the provider, you can ask them to give you a copy of their complaint’s procedure
- Healthwatch Camden provide guidance with making complaints about healthcare providers in Camden
- Rethink Advocacy can support with making complaints to NHS funded services
Appeals
The first-tier SEND tribunal are responsible for handling appeals against SEND decisions made by Camden. Find more information on appealing an education, health and care (EHC) plan decision. The SENDIST tribunal can also make recommendations about health and social care issues. The KIDS SEND Tribunals Guide can be helpful when navigating this process.
Helpful resources
- for guidance with writing a complaint, you can download SENDIASS template letters
- see SEND & You’s guide to Making a complaint
- IPSEA offer support and guidance with making complaints, including helpful letter templates
- Disability Rights UK
- Camden Citizen's Advice Bureau
- Mary Ward Legal Centre
- Camden Community Law Centre