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What to do if you are unhappy with a service or decision (special educational needs and disabilities)

Every day you probably use a range of different services and most of the time your experiences will be good and you'll receive the service you expect; sometimes, things might not go how you would like them to. Sharing your experiences can help shape the service you and others will receive in the future.

Services provided by the council

We have specific policies on how to provide feedback, you can Send us a compliment or make a suggestion or Make a complaint.

What to do if you disagree with an EHC plan decision

Talk to your SEND Caseworker. Your SEND Caseworker will know how and why a decision has been made and can explain the statutory assessment process. If this initial discussion does not resolve your concerns they will tell you the next steps to take which are:

School or school nursery

Speak directly to the head teacher of the school or nursery. For advice, you can contact the School and Governor Support Service. See our School governors page for contact details.

Health services

You can raise your comments directly with the service provider or report it to your local Clinical Commissioning Group. You can also speak to Healthwatch County Durham who will provide independent support to you about your opinions on health or social care providers.

Childcare providers

Speak to the childcare provider directly as most issues can be resolved. If your concern is about a child's learning, development or care, you can also speak to Office for Standards in Education (OFSTED). For contractual concerns speak to the childcare provider or your local Citizens Advice may be able to help.

Private companies

Speak to, or write to, the owner of the company or contact your local Citizens Advice who might be able to offer advice.

Contact us
SEND and Inclusion Service
03000 267 800
Our address is:
  • Broom Cottages Primary & Nursery School
  • Ferryhill
  • County Durham
  • United Kingdom
  • DL17 8AN
01740 657 792