Our complaints process for children and young people's social care has 3 stages. You can make a complaint by email, phone or in writing.
: 0800 021 3016
If you need help to make your complaint, you can appoint someone to deal with it on your behalf. If you don't have anyone to assist, let us know so we can help find someone independent to speak for you.
Stage 1 – local resolution
You should receive a response to your complaint within 10 working days. If your complaint is complex or if an advocate is required, a further 10 working days may be needed to consider and send you our response.
Stage 2 – investigation
If you ask in writing for a stage 2 investigation, the complaints manager will assess whether this is needed. If it is not, the complaints manager will tell you the reasons for this.
If a stage 2 investigation is needed, we will appoint an investigating officer and an independent person to look at your case. Based on the investigating officer's report, a response will be sent to you by the head of our children's social care services.
Stage 2 complaint investigations should be completed within 25 working days or a maximum of 65 working days if the investigation is complex.
Stage 3 – review panel
If you ask in writing for your complaint to move to stage 3, the complaints manager will assess whether this is needed. If it is not, the complaints manager will tell you the reasons for this.
If stage 3 is needed, a review panel of three independent members will be appointed within 30 days of the request. One of these will chair the review meeting that will hear your complaint.
The review panel will make recommendations to the director of children's services within 5 working days from the date of the review meeting. The director will then write to you within 15 working days of receiving the recommendations, with a final decision based on those findings.
After stage 3
If you are still not satisfied after a stage 3 response, you can refer your complaint to the Local Government Ombudsman.