Complaints Procedure - Children's Social Care

Stage 1
  • If you have a problem that has not been sorted, then you can complaint by talking to a member of staff. You can also use the complaints form.
  • We will let you know by letter that we have received your complaint within three working days.
  • A Manager who is responsible for the service will try and sort your complaint in 10 working days. If you are a child or a young person an Independent Person will ensure your complaint is dealt with fairly. The Manager will send you a letter telling you what has been done.
Stage 2
  • If you are still unhappy you need to write to the Complaints Manager in 20 working days. You can ask someone you trust to help you with this.
  • Someone who is not involved with your complaint will investigate this. They are called the Independent Investigating Officer. They will ensure your complaint is dealt with fairly. You will get a letter from a Senior Manager within 25 working days. The Complaints Manager will talk to you if more time is needed.

Stage 3 - Complaints Review Panel
  • If you are still unhappy you need to write to the Complaints Manager to request a Review Panel. You need to do this in 20 working days.
  • Your complaint will be reviewed by three independent people. One person will Chair the meeting. You can attend and bring someone with you. There will be other people in the room too.
  • Following the meeting the Chair will write to you and everyone else who attended in 5 working days.
  • The Director of Adult and Childrens Services will respond to the letter and write to you in 15 working days.
Advocacy Services:
We will ask you if you would like help to make your complaint. An Advocate from the National Youth Advocacy Service can help you with this.

If you are still not happy
If you are still not happy you can tell the Local Government Ombudsman . The Complaints Manager will help you to do this.

This information can be made available in other languages, in braille, on tape and in large print. For further information, contact the Complaints Manager

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Last updated:
12/02/2013

Assigned review date:
31/01/2015

Page Section:
The Council
Complaints & Feedback

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