Complaints about children's social services

You have the right to make a complaint about a children's social service if you are:

• a child or young person receiving care;
• a parent of a young person receiving care; or
• a person with invested interest in the welfare of a child (such as a family member).

First talk to the person who you would normally deal with. They will try to resolve the problem with you. 

If you are unhappy with their response and feel that you need to make a complaint, you can do this in one of two ways: 

• by using our online form; or
• by writing to our Complaints Manager - this can be done via email or post.

Please see our complaints procedure for more information on this process. 

We will acknowledge all complaints within three working days. 

Stage 1 complaint  

Stage 1 complaints are dealt with by the team manager or service manager of the team your complaint relates to. 

We will aim to respond within 10 working days where possible. If the case is complex, this may take longer and we will let you know.   

If the complaint is non-statutory, it will then follow the corporate procedure for complaints. This is outlined on our complaints webpage.

If your complaint is statutory, it will follow the statutory complaints procedure at this point. 

Stage 2 

If the complaint is escalated to stage 2, an investigating officer and independent person will be appointed to investigate the complaint. They will work with you to agree a complaint statement. 

If the investigation is not completed within 25 working days the Complaints Manager will contact you to advise why and advise that more time is needed. 

The maximum time limit for a response is 65 working days from the date of the agreed complaint statement.  

The Assistant Director will write a letter of adjudication to the complainant at the end of the investigation. This letter will outline our formal response to the complaint investigation.   

Stage 3

If you are not happy with the outcome of the investigation at stage 2, you can request that an independent panel hear the complaint. This request must come in writing from you within 20 working days of the date you received the adjudication letter from us.  

Within five working days, the panel will:

• investigate
• compile a written report
• make recommendations which will be sent out to all involved parties.

Within 15 working days, the independent person and Director of Children’s Services must meet, consider the recommendations and propose how we will respond to them. 

A letter will then be sent to the complainant from the Director of Children’s Services detailing this information.   

If you remain dissatisfied with the response, you can contact the LGO. 

Local Government and Social Care Ombudsman (LGO)

The Local Government and Social Care Ombudsman can investigate complaints about all children's social care services, whether they are paid for by the council or by someone with their own money.