Good on you for speaking up. Not many do these days. I hope you get some resolution. However, from experience, I wouldn't hold out much hope of anyone calling you back...
JJ, I would say that SS deliver a poor quality service because they are not accountable to anyone. They appear to be self-regulating. They also lack money. With regards to the training of SWs, one thing you could mention is for them to refrain from asking parents of SN kids, 'so, are you going away on holiday this summer' (after they've told you all about their jolly holidays).