Social care complaints procedure

There are 3 Stages to the Council’s complaints procedure.

If there are any delays, you will be informed of this but you can contact the Complaints Manager at any point to check on progress or to discuss any issues that arise.

Stage 1– Local resolution

If you are not happy with a service, it is always best to speak with the social worker or Team Manager first, who will try to resolve your concerns informally. This can often be a quicker way of resolving your concerns.

You may ask another person (a friend, or relative) to complain on your behalf or help you to make a complaint.

If however, you prefer not to raise with the team, you may complain to the Complaints Manager directly, who will ensure that a manager deals with your complaint.

Whether or not you make your complaint in writing, we will aim to acknowledge your complaint in writing within 2 working days and provide a response within 10 working days of receiving your complaint, (or up to 20 working days if your complaint is complex).

If you are unhappy with the response or want to take your complaint straight to Stage 2, you can write to the Complaints Manager, within 20 working days of receiving the response, giving your reasons.

Stage 2 – Investigation

On receiving your complaint, the Complaints Manager will appoint a senior Manager, who is not part of the service your complaint is about to investigate it. An independent person from outside the Council will also be involved in the investigation to ensure that it is fair.

We aim to respond to you within 25 working days, with a maximum of 65 days for some complaints. We will also send you’re a copy of the investigator’s report.

If you are unhappy with the outcome of Stage 2 investigation, you can write to the Complaints Manager within 20 working days of receiving the response to request a review of your complaint by an independent panel.

Stage 3 – Review Panel

If you are not satisfied with the outcome of Stage 2 you can appeal to a review panel consisting of three independent people who do not work for the Council.
The Panel will meet within 30 working days of your request to consider the complaint. You and a representative of your choice may attend the panel meeting. The panel will make recommendations to the Executive Director of Children and Young People’s Service and a copy of the panel’s letter will be sent to you.

The Director will make the final decision on behalf of the Council and will write to you within 20 working days of the Panel meeting.
We will try to keep you informed throughout the process. However, you may contact the Complaints Manager at any point to check on progress or to discuss any issues that arises.

Local Government Ombudsman

If you remain dissatisfied, you have the right to complain to the Commission for Local Administration in England (the Local Government Ombudsman) at:
 
The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Phone: 0845 602 1983
Text: 0762 4804323
Email: advice@lgo.org.uk
Website: www.lgo.org.uk

However, the Ombudsman would normally expect a complainant to have exhausted the Council's Complaints Procedure before getting involved.

Advocacy

For children who are looked after by the Council, if requested, the Complaints Manager can arrange for you to speak to an advocate, who is independent of the Council, to speak on your behalf. Please contact the Complaints Manager for more information.