If you are unhappy with a children's social care service, or if you disagree with a decision we’ve made, it’s often quicker to sort the problem out by talking to a social worker or a manager within the service.
If you aren’t satisfied with their response, you can contact us to make a complaint.
What happens when you make a complaint
If your complaint is about the safety of a child we’ll tell our children’s social services team about your concerns, and we’ll let you know that we’ve done this.
If you are complaining on behalf of a child or another person, we may not be able to provide you with any details about how we’re looking into the matter.
The children’s social care procedure has three stages:
Stage One (investigation and resolution)
When we receive your complaint, we’ll contact you to acknowledge it within three working days, either by telephone, email or in writing.
We will then:
- talk to you about your complaint and find out what you want us to do about the problem
- agree with you the timescale for dealing with it
- allocate a person who is going to look into your complaint
- write all of this down in a complaints resolution plan, for you to sign and keep a copy of
- keep you updated on progress throughout your complaint
- make sure that you get a full written response from the person who’s dealing with your complaint
Stage Two (formal investigation)
If you’re not happy with the outcome of the Stage One investigation, you can ask the Complaints Manager for a formal investigation into the matter.
As part of this stage of your complaint we will:
- ask you why you weren’t satisfied with how your complaint has been dealt with and about any issues that you think still haven’t been addressed
- appoint a complaints investigating officer from the council to look into your complaint
- bring in an independent person, who is a complaints investigator that isn’t employed by the council, to work alongside our officer
- agree a timeline for looking into the matter
- write all of this down in a complaint resolution plan for you to sign and keep a copy of
- share the report of the investigating officer and independent person with the Service Director of Children’s Social Services for them to decide if we can do anything further to resolve your complaint
Stage Three (review panel hearing)
You can ask for your complaint to be heard at a review panel, if you are not happy with the way it’s been investigated, or you don’t agree with our response.
A review panel is not a tribunal and it doesn’t take place in a court. It is a meeting for yourself and the people who have been involved in dealing with your complaint. The purpose of the review panel is to see if it’s possible to come up with a solution to your complaint.
The panel will make some recommendations, these aren’t legal judgements and are not binding upon the council.
The Complaints Manager will provide you with more information about how the panel meeting works when it has been arranged.