Children's social services complaints

This complaints procedure is for children, young people and those closely connected with them.

If we can't handle your complaint under the statutory complaints procedure, it may be that your concerns can be progressed through the council’s own complaints procedure. There are some circumstances which prevent us from progressing your complaint. If we are unable to handle your complaint through either procedure, we will let you know the reason why.

We are only required to deal with complaints about events that happened in the past 12 months. Contact us for advice if your complaint is before then.

Step 1

Contact us with details of your complaint:

We can help you put your complaint in writing or give you advice.

Responses

If we can progress your complaint we will then look into the issues and try to help, and you will receive a written reply from a senior manager. We aim to resolve your complaint within 10 working days, and by 20 working days at the latest. If your complaint will take longer we will keep you informed of the progress.

Step 2

If you aren't satisfied with the first response to your complaint, you have the right to take it further. Read how to take your complaint further.