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Children's social care complaints policy

This policy explains how we handle complaints about children's social care.

  1. Introduction
  2. Our commitment
  3. What a complaint is
  4. Who can complain
  5. What you can complain about
  6. What you cannot complain about
  1. How to make a complaint
  2. Advocacy and support
  3. The statutory complaints process
  4. Local Government and Social Care Ombudsman
  5. Learning and improvement
  6. Contact details

The statutory complaints process

The complaints process has three stages.

Stage 1: Local resolution

We will acknowledge your complaint within two working days (not including weekends and Bank Holidays).

If we don’t accept your complaint for any reason, we will explain why and advise how you can escalate your complaint to the Ombudsman. 

We will send a response to your complaint within 10 working days of you submitting your complaint.

If the complaint is detailed or if an advocate is required, we may add 10 working days to the deadline.

We may offer mediation or resolution meetings to try and resolve your complaint.

Our response will say whether your complaint is upheld, partially upheld, or not upheld in accordance with the definitions set out in the corporate complaints policy.

If we uphold any part of your complaint, we will set out what actions we will take to put things right. Any remedy we offer will be in line with the remedies policy in the corporate complaints policy.

We will provide information about how to escalate your complaint to stage 2 should you not accept our decision or proposed resolution.

Stage 2: Independent investigation

If you are unhappy with our Stage 1 response, you can request to escalate your complaint to stage 2.

If we agree to your request, we will agree a Statement of Complaint with you.

We will appoint an Investigating Officer to investigate and an Independent Person to oversee the process and ensure that it is carried out fairly.

The Investigating Officer will not be someone directly involved in the complaint or have direct line management responsibilities for the service or person complained about.

The Independent Person should not be an Elected Member, a current employee of the local authority, a spouse of an employee, or a member of the authority. They must be involved in all aspects of consideration of the complaint.

The Investigating Officer and Independent Person will each write a report.

The Director of Safeguarding will read both reports and determine whether your complaint is upheld, partially upheld, or not upheld in accordance with the definitions set out in the corporate complaints policy.

We will send you the Director’s decision, a copy of both reports, and any actions we will take to put things right within 25 working days from the date the Statement of Complaint is agreed. This can be extended to a maximum of 65 working days if you agree.

We will provide information about how you can escalate your complaint to stage 3 should you not agree with our decision.

Stage 3: Review panel

If you are unhappy with the Stage 2 response, you can request your complaint to go before a review panel.

You must request this within 20 working days of the date of your Stage 2 response.

If we agree with your request, we will arrange a review panel.

The review panel will consist of three independent panel members who were not involved in the previous stages or the case, with one chairing the meeting.

The panel will normally meet within 30 working days of your request. You can ask your advocate, a relative, or a friend to speak on your behalf.

The panel makes recommendations about whether the complaint should be upheld, partially upheld, or not upheld; any actions the council should take to remedy the complaint; and any learning or changes to practice.

The review panel will send their recommendations to you and the Director of Children’s Services within five working days of the meeting.

The Director of Children's Services will consider the panel’s recommendations and send you a letter with their final decision within 15 working days of receiving the recommendations.

The letter will state the council’s final position, detail any actions to be taken and the reasons for their decision.

We will also provide information about your right to escalate to the Local Government and Social Care Ombudsman (LGSCO) if you remain dissatisfied.

This is the end of the council’s internal statutory children’s social care complaints procedure. 

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