Make a complaint
We deal with complaints about our social care services slightly differently to other complaints
If you are complaining about our children and young people social care services, we will use a legal three-stage complaints process which is set out by law.
Stage one
Once we have received your complaint, the manager responsible for the service will look at it and will respond to you, in writing, within ten working days of receiving your complaint. This can be extended to 20 days if we need to investigate further before we can respond to you.
If you are not satisfied with our response at this stage, you can request a stage two investigate.
Stage two
A departmental complaints officer will look into your complaint and respond to you, in writing, within 25 working days of receiving your request. This can be extended to 65 days if we need more time to investigate further. If you are not satisfied with our response at this stage, you can request a stage two investigation.
Stage three
A panel will review the investigation that was carried out under stage two and will decide if the investigation and results were fair.
If you are not satisfied with our response at this stage, you can make a complaint to the Local Government and Social Care Ombudsman. They are an independent body which investigate complaints about councils. It is a free service.
