I've finally finished (I hope) drafting a letter of complaint to Head of SALT - need help on who else to send it to

[loueytb3]

See thread here for history.

I started writing this letter at the beginning of December and then got ill. Anyway, I am nearly ready to send it and wondered who to send it to in order to get the maximum effect. Obviously its going to the Head of SALT. Will sending it to the Chief Executive of the PCT have any effect whatsoever? Someone suggested sending it to ISPEA but having been on their website it says they don't deal with anything in writing. I also intend to copy it to the SEN officer dealing with DS's statement but was wondering if it would be better sent to the Head of SEN at the LA?

I don't expect much of a response but I'm trying to lay a paper trail in case we need to go to tribunal. Interestingly, when I phoned up the SALT department to find out who the head was, I got DS1's SALT (who wrote the crap report). She said, oh you're writing to complain about the statement...She didn't sound annoyed, which is interesting.

If you are making a formal NHS complaint, then all you need to do is send it to the CE of the PCT. It will then be dealt with by the complaints dept and passed to the relevant people to investigate and respond. Make sure you state in the letter that you want it dealt with as a formal complaint under the NHS complaints procedure. It helps if, at the end, you outline specific numbered questions and issues that you want a response to (otherwise you can end up with a rather "woolly", generalised response).

If you want you can copy it in to both the SEN officer, and the Head of SEN, for their information- then no-one can complain that they aren't aware of it.

HTH Good luck!

The most effective complaint that was ever made that I know of went via a councillor (e.g. town council). It simply outlined the terrible impact it would have on x if they didn't get y supporrt and what x wanted in some detail.

Definitely CE of PCT but also contact PALS for advice on who to complain to as everything is a bit crazy now with the PCT's being disbanded - PCTs now commission services (so will want your complaint) but there may be an equivalent head bod in "Provider services" who will also need to receive a complaint. It's complicated, but basically there's supposed to be "arm's length" between the people with the purse strings and the people who organise the people who deliver services so each would theoretically be interested. Head of LEA, Head of SEN, SEN Officer all also good.. Not all trusts are at the same stage with this process.

Good luck!

Thank you both. Will contact PALS tomorrow and see what they say. I'd been on their website today to try and work out who the CE is because they appear to have changed recently - maybe as a result of all the reorganisation? Anyway, the website was not at all clear! Hopefully they will be more useful when I phone up.

Hi Loueytb3 - good luck with you letter I would be really interested in knowing what the outcome is. (not sure if you remember but I am in the same borough as you and you kindly gave me details of a private salt you had used). My DD had her five contacts in school last term but the SALT has left and there has been no replacement recruited yet so I'm not sure where I stand - SALT is written into her statement I will have to investigate further.
It doesn't surprise me that your DS's SALT did not sound annoyed that you are complaining they are probably used to complaints .

There is a thread on Afasic at the moment asking for info on local SLT services. If you look at it, when people post their issues someone responds to say that these sorts of things are very common right now. Apparently the PCT does not have a duty of care with respect to SALT.

Have you spoken to anyone at Afasic about your issues, either of you? They have a helpline and might be able to signpost you in terms of making the most effective complaint possible.

I am sorry to hear that you are in this position.

Thank you very much for the info about Afasic - working - I will look at it now!

complaints via the MP also seem to have magical effects sometimes

working will have a look on afasic - thanks

eveie yes of course I remember you - the fact that other ppeople were getting an equally shit service is one of the reasons I am complaining. Hassle the SEN team at the LEA about the fact that you are not getting the SALT that is written in her statement. Or speak to parent partnership and see what they suggest. I have found Hillingdon PP to be pretty good. We are just about (today) to restart with the private SALT as I have pretty much given up on the NHS one.

Spoke to PALS and they have suggested also writing to the head of provider services so I am going to do that. Letter should be going off today...

So I posted the letters on Thursday. Friday afternoon I get a phone call from the Head of Complaints in the CE's office at the PCT to say that she had received the complaints and had escalated it and started an enquiry. Apparently, she had never seen a complaint like it and said we had been badly treated. Its going to be interesting to see what the response is...

That's great! Very unusual to get a 'phone call like that, and so quickly. Keep us updated!

Wow! Great start!

Wow what a fantastic start - I am so pleased that you have had such a positive first response. Keep us updated. Thanks also for reminding me about Parent Partnership. I had some dealings with them this time last year but had totally forgotten about them as a source to direct my complaint to.

Yes - I thought it was unusual too, unless they haven't had many complaints recently. It may take a while to get a response, they have 25 working days to respond (although I asked for a response within 14 days).

Eveiebaby - when is your DD due a statement review? It might be worth you doing something similar if you don't have any joy with increasing her SALT provision. Especially now you know how little she is actually getting.