Speak Up - Pembrokeshire Youth Service Complaints and Concerns Procedure

If you’re not happy with the way you’ve been treated or something that’s happened with Pembrokeshire Youth Service, you have the right to raise your concern or complaint. We will respect your right to confidentiality and will only pass on information to others who might be dealing with your complaint/concern or if we have to do so by law. Your complaint or concern will be recorded and we will formally acknowledge your concern/complaint within 5 working days and let you know how we intend to deal with it. If the complaint is regarding someone outside of the Youth Service we will either forward the complaint to PCC Corporate Complaints or we will support to make a complaint directly.

Difference between a concern and a complaint

A concern is when something feels wrong or upsetting, and you want someone to know about it. You might not be sure what is going on, but it does not feel right.

A complaint is when you feel someone has done something wrong and you want it looked into and responded to properly.

Safeguarding

If you feel this is a safeguarding emergency and you need to speak to someone straight away, you or a trusted adult need to call:

Child Care Assessment Team: 01437 776444 (Monday to Friday 9am till 5pm)
Adult Safeguarding Team: 01437 776056 (Monday to Friday 9am till 5pm)
Social Services emergency duty team: 0300 123 5519 (5pm – 9am, Monday to Friday, 24 hours Saturday, Sunday, and bank holidays)

Police:

In an emergency ring 999
Non-emergency: 101

Rights based approach

We believe every young person has the right to be safe, heard, and involved in decisions about their life.

Article 12 – right to express views freely
Article 19 – protection from harm
Article 3 – best interests of the child as a primary concern

Procedure

You have a concern - All young people have the right to complain or raise a concern to the Youth Service.
Raise it with a Youth Worker - Let a worker know that you have a complaint or concern. We will try to resolve the issue straight away.
Make a complaint - Complete a Pembrokeshire Youth Service complaints and concerns form (opens in a new tab), we will respond within 5 working days.
Investigation - A manager or a senior member of staff will investigate, you will be kept up to date.

When you submit this form, it will not automatically collect your details like name and email address unless you provide it yourself.

Understand that by completing this form my information will be held on a Youth Service system in line with General Data Protection Regulations (GDPR).

For further information email: speakup@pembrokeshire.gov.uk