Crime Prevention; Complaints Procedures, Incestuous Handling Of
Dear Royal Borough of Kensington and Chelsea,
Your independent complaints procedure was headed by a former RBKC (your council) head of department in 1999-2001, is this still the case (people related to RBKC/the council/government in some way or other heading complaints investigations?) or do you intend to use outside, unrelated people to investigate complaints in future/from when did this start/?
Yours faithfully,
Liz R
Dear Ms R
FREEDOM OF INFORMATION REQUEST REF: 2009-803
I am writing to confirm that we received your information request on 29
December 2009. For your information and future communications your request
has been allocated the reference number FOI2009-803. Please quote this
reference in any future correspondence.
We will consider your request and respond in accordance with the
requirements of the Freedom of Information Act 2000. Our duty is to
respond promptly or at least within 20 working days.
Yours sincerely
Robin Yu
Information Protection Assistant
FOIA Team, Business Protection Unit
Information Systems Division (ISD)
The Royal Borough of Kensington and Chelsea
The Town Hall, Hornton Street, London W8 7NX
Tel: 020 7938 8226
Web: [1]http://www.rbkc.gov.uk
Dear Ms R,
Thank you for your request. Could you clarify if you are referring to the
complaints procedure for a specific department/business group? (i.e.
Children's Services, Social Services etc.) Not all complaints are handled
the same way within the Council.
Please contact me if you require any further assistance.
Yours sincerely
Robin Yu
Information Protection Assistant
FOIA Team, Business Protection Unit
Information Systems Division (ISD)
The Royal Borough of Kensington and Chelsea
The Town Hall, Hornton Street, London W8 7NX
Tel: 020 7938 8226
Web: [1]http://www.rbkc.gov.uk
Dear Royal Borough of Kensington and Chelsea,
It involved various departments including social services - there were professionals meetings includuing doctors, social workers, teachers, SEN officers
Yours faithfully,
Liz R
Dear Ms R
FREEDOM OF INFORMATION ACT REQUEST REF: 2009-803
I am responding to your request under the Freedom of Information Act 2000,
which we received on 29 December 2009 for information held by the Council.
You requested:
Your independent complaints procedure was headed by a former RBKC (your
council) head of department in 1999-2001, is this still the case (people
related to RBKC/the council/government in some way or other heading
complaints investigations?) or do you intend to use outside, unrelated
people to investigate complaints in future/from when did this start?
Since April 2009, the Adult Social Care complaints procedure is that the
Customer Care and Complaints team assess each complaint on a case by case
basis before deciding whether to use an independent investigator. Prior to
this we had three stages, where the second stage involved an independent
investigation.
Under both procedures, complainants have the right to take their complaint
to the Local Government Ombudsman which is independent of the Council.
Copyright
Please note, all material provided by the Royal Borough of Kensington and
Chelsea in response to your request for information is for your personal,
non-commercial use. The Royal Borough of Kensington and Chelsea reserves
all rights in the copyright of the information provided. Any unauthorised
copying or adaptation of the information without express written
confirmation from the Royal Borough of Kensington and Chelsea will
constitute an infringement of copyright. Any intention to re-use this
information commercially will require consent. Please forward any requests
for re-use of information to the FOI officer ([1][RBKC request email]).
Complaints
I trust this has satisfied your request. Should you be unhappy with the
handling of your request, the Council has an internal complaints process
for handling FOI Act complaints. Complaints are reviewed by the Town Clerk
and Chief Executive or his nominee. A form is available from our website
to lodge your complaint
[2]http://www.rbkc.gov.uk/councilanddemocra...
Please contact us if you do not have website access and we can provide you
with a copy of the form.
Following this review, should you still be unhappy with how your
information request has been handled, you have a further right to appeal
to the Information Commissioner who is responsible for ensuring compliance
with the FOI Act.
Yours sincerely
Robin Yu
Information Protection Assistant
FOIA Team, Business Protection Unit
Information Systems Division (ISD)
The Royal Borough of Kensington and Chelsea
The Town Hall, Hornton Street, London W8 7NX
Tel: 020 7938 8226
Web: [3]http://www.rbkc.gov.uk
References
Visible links
1. mailto:[RBKC request email]
mailto:[RBKC request email]
2. http://www.rbkc.gov.uk/councilanddemocra...
http://www.rbkc.gov.uk/councilanddemocra...
3. http://www.rbkc.gov.uk/
http://www.rbkc.gov.uk/
Dear Royal Borough of Kensington and Chelsea,
Thank you for this response, would you please clarify this statement and provide any further information/executive decision/decisions on this please?
'the Adult Social Care complaints procedure is that the Customer Care and Complaints team assess each complaint on a case by case basis before deciding whether to use an independent investigator.'
Yours sincerely,
Liz R
Dear Ms R,
Please see attached document for further information.
Yours sincerely
Robin Yu
Information Protection Assistant
FOIA Team, Business Protection Unit
Information Systems Division (ISD)
Room N108, First Floor, KTH
Tel: 020 7938 8226
[1]ISD on the Intranet
Dear Royal Borough of Kensington and Chelsea,
Thank you for this information
Yours sincerely,
Liz R
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