Camden has a robust complaints system overseen by a dedicated team and a special system for dealing with children’s complaints.

Information about Camden's complaints team and how to make a complaint is available on Essentials.

The Children's Complaints Officer is Chantelle Williams-Bekoe: ext: 1408

[email protected]

Camden’s Unreasonable complainant behaviour procedure

CSFH welcomes complaints from service users as this helps us to improve our services; however occasionally a service user may display unreasonable behaviour that is designed to threaten, intimidate or unsettle staff. Camden will not tolerate unreasonable behaviour by complainants and the procedures have been put in place to guide staff on what action to take. The full procedure is available here:

• Unreasonable complainant behaviour is defined within the procedure and managers are responsible for deciding when behaviour has become unreasonable.
• Complaints should be dealt with under Camden’s complaints procedure in the first instance with managers and social workers seeking to resolve the matter at local level. Managers should give the service user at least 2 formal written warnings about their behaviour before taking any further action under the procedure.
• Social workers and managers should gather all evidence of unreasonable behaviour (see the procedure for a detailed description) including correspondence, meetings notes, voice messages etc and complete the unreasonable behaviour request form available on Essentials.
• The completed form should be sent to the Complaints/Information and Records Management team. A decision on whether the behaviour is unreasonable and further action to be taken will be made by the Borough Solicitor and Director/Executive Director who may decide to put in limits to the level of contact with the service user.