How to make a complaint about Children’s Social Services
Who can complain?
For Children’s Services (Children's Social Care)
• Any child or young person receiving or asking for a service from us under the Children Act 1989
• The parent or carer of a child or young person receiving or asking for a service from us
• Anyone acting on behalf of the child or young person such as a foster parent or advocate who has an interest in the child’s welfare
• People applying to adopt or receive services from our Adoption service
If you are making a complaint on behalf of a child or young person, we will need to know that they are happy for you to do this.
What can you complain about?
You can complain about any aspect of the service we have provided to you – its quality, the way staff have treated you, decisions that have been made. Complaints will not usually be accepted about things that happened over twelve months ago.
How to complain?
You can do this in several ways:
- By downloading and completing the Children's Complaints Factsheet (PDF, 4.7MB)
- By telling the person who provides you with the service what the problem is
- Contacting the Manager of the service
- Sending a Fax to the Complaints Manager on 01270 686289
- Contacting the Complaints Office by telephone on 01270 686284
- Email the Complaints Officer
- Online using the online electronic form
- Writing to the Complaints Officer at Emperor Court, Electra Way, Crewe Business Park, Crewe, CW1 6ZQ
If you need help in explaining your complaint you can contact the Complaints Office.
Complaints Process
There are three stages to the complaints process in Children’s social services. These are :
Stage 1 - Local Resolution
The majority of the complaints received are resolved at this first stage. The process is –
• When the complaint is received it is acknowledged in writing within 3 working days
• The complaint is passed on to the Manager responsible for the service being complained about
• The Manager will talk to the complainant, interview any staff involved and review the documentation and records
• The Manager has 10 working days to investigate at stage 1, though this can be extended to 20 working days in some circumstances
• When the investigation is complete, the Manager will write to the complainant telling them what they have found and what actions they intend to take
• A copy of this letter also goes to the Complaints Manager
• The complainant has 20 working days in which to decide if they want to go to the next stage and to let us know
Stage 2 – Formal Investigation
When a request for a Stage 2 investigation is received, the process is –
• The request for Stage 2 is acknowledged in writing and is passed to the Complaints Manager
• The Locality Manager and the Manager for the service complained about are asked to meet with the complainant to see if they can resolve the complaint
• If this is unsuccessful, the Complaints Manager will discuss with the County Manager and will appoint an Investigating Officer
• In some cases an Independent Person is also appointed
• The Investigating Officer will see the complainant, meet with and interview the staff involved, read the file records, look at any policies and procedure that relate to the complaint
• When the investigation is complete the Investigating Officer will write a report which will be sent to the Complaints Manager
• The report will be sent to the County Manager who will write to the complainant, sending a copy of the report, and telling them what they intend to do as a result of the complaint
• The complainant has 20 working days in which to decide if they wish to go to the next stage and to let us know why they want to do this
Stage 3 – Review Panel
When the complainant lets us know that they want to go to Panel –
• They will be asked to tell us why they want to do this, and what they are still dissatisfied about
• Their request will be acknowledged in writing by the Complaints Manager
• We have 30 working days in which to organise a Review Panel
• The Complaints Manager will appoint three Independent People to be on the Panel
• The Panel will be sent documents relating to the complaint
• The Panel will decide who they want to see at the meeting
• The purpose of the Panel is to review the complaint so far
• The Panel will normally ask to see the complainant(s) and their advocate or supporter, the Stage 2 investigator, and the Manager for the service complained about
• The Panel will hear from everyone concerned, and they will then write a report
• The Panel has 5 working days to complete their report
• The report will be sent to the complainant and to the Director of Children’s Services
• The Director will review the report and write to the complainant with the department’s response and detailing any action they intend to take
• This is the end of the complaints process
After the Panel
The Review Panel is the end of the complaints process. You can still go to the Local Government Ombudsman about your complaint. You can contact them at:
PO Box 4771
Coventry
CV4 0EH
Tel: 0300 061 0614 or 0845 602 1983
Email: advice@lgo.org.uk
Local Government Ombudsman
Care Quality Commission
The Care Quality Commission is the independent regulator of health and social care and inspects residential, day care and home care services. If your complaint is about one of these services, you should direct your complaint to the manager of those services in the first instance. If you are concerned about the standards of care, then you can contact CQS.
Care Quality Commission
3rd Floor Unit 1 Tustin Court
Port Way
Preston
PR2 2YQ
Tel: 01772 730100
Tel: 01606 333400