What to expect after submitting a complaint about Children’s Social Care.
Stage 1:
We will write to you to confirm we have received your complaint
We will tell you who will be responding to your complaint and when you will hear from them.
A manager will investigate your complaint and then send you a written reply. This is usually within 10 working days unless your complaint is complex in which case it could take up to 20 days.
Stage 2:
If you’re not happy with the written reply
Please inform us within 20 working days of receiving our written reply so that an independent reviewer can assess your complaint.
After the stage 2 investigation, the independent reviewers will send us a report with their views and recommendations. We will then write to you explaining how we plan to action these recommendations.
Stage 2 usually takes up to 25 working days, but complex cases may take up to 65 working days.
Stage 3:
If you’re still not happy
You can ask for a review panel to be set up. This is when three people who do not work for the Council will review your complaint and the what we have done so far .
After meeting, the review panel will send us a report with their findings and recommendations. You can attend the meeting to give your views if you wish.
We will then write to you, telling you how we are going to do what the independent panel recommended. Stage 3 in total can take up to 50 working days.
What to do if you’re still not happy after stage 3
If you are still not happy with the answers you have received after your complaint has been through all three stages of the complaints process, you have the right to make a complaint to the Local Government and Social Care Ombudsman who can be contacted at:
PO Box 4771 Coventry, CV4 0EH Telephone: 0300 061 0614 or visit the Local Government and Social Care Ombudsman website.