Social Services

Children's Complaints Procedures

It is sometimes difficult for people to know you are worried or unhappy about something unless you tell them.

Talking to someone can often sort your problem out and stop a small worry becoming a big one. BUT if you do not think you can talk to anyone close to you, or talking to someone has not helped and your problem is getting bigger, then here is what to do.

Contact the Representation & Complaints Officer on 01978 292968.

Stage One – Local Resolution

The Complaints Officer will arrange for someone to talk to you (normally the Team Manager) in private who will try to sort the problem out. You can either talk to the person on your own or with a friend. You can also contact Children’s Rights on 01978 311869 or we can arrange for someone from Children’s Rights to visit you. These are special people, who do not work for Social Services, who may be able to help you.

What next?

If after you have tried to sort the problem out and you are still unhappy – then

Stage Two – Formal Investigation

The Complaints Officer will arrange for your complaint to be investigated by an Independent Investigating Officer. This person is not employed by Social Services, but is qualified to look in to your complaint. In order to make sure that this is done fairly, an Independent Person is also appointed. Again, this person is not employed by Social Services but he/she will be able to make sure that your complaint is handled properly.

If after this you are still unhappy and feel your problem has not been sorted out, then

Stage Three – Review Panel

This is where a group of people, the Review Panel, meet and talk to you and other people who are trying to sort your problem out. The Independent Investigating Officer will be here and there will be another Independent Person on the Panel. After talking to everybody and listening very carefully to what is being said, the Panel makes a decision about the best way to sort your complaint out.

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