This process is for children and young people to use if they would like to share their opinions about the care or services they have received. An adult may use the process to complain on behalf of a child.
An adult complaining on behalf of a child must have the interests of the child at the centre of their complaint. They must also be a parent, advocate or representative of the child and have their consent.
There are three stages to the complaints procedure. These are:
This is where you tell us what is wrong and we try to resolve it for you. We will try really hard to resolve your concerns and a manager will then send you a written response. This can take between 10 and 20 working days.
This is if you are not happy with the response you received at Stage 1. We will arrange to have your concerns looked into further, which could lead to an independent investigation. An Independent Investigator and Independent Person will speak with you and anyone else they think could help them look into your concerns. They will then write a report.
The report will be sent to you with a written response from the Assistant Director of the Service. This can take between 25 and 65 working days, depending on how complex the complaint is.
This is if you are not happy with the response you received at Stage 2. You can ask that your complaint be considered by an Independent Review Panel made up of three people not connected with the Council. They will look at how your complaint has been handled and will ask you to come and talk to them about it. The Director of Children and Family Services will then write to you with the outcome.
View more information on the Children’s Social Care complaints procedure.
If you are not happy with the response you received at Stage 3, you have the right to approach the Local Government Ombudsman.
If you would like any further information about the Children’s Social Care complaints process, please contact us.