Children's services complaints

Resolving complaints

Once we receive your complaint, we'll write to let you know what happens next, and by when you should expect a response. We might need to ask you for more information, in which case we'll contact you.

At the same time we'll ask a Senior Manager to investigate the problems you've told us about. We'll tell them by when a written response is needed, we'll check the response to see that it fairly addresses your complaint and we'll either make further recommendations to the service or send the response to you.

If you're not fully satisfied with the response, phone the Complaints team or send us an email or letter to explain why. Depending on the nature of the complaint, it's often very helpful to arrange a meeting with the service. We can also talk about potentially putting suggestions back to the service to try and achieve a more satisfactory outcome. In addition, we'll be happy to explain formal escalation, details of which are provided in the Children's Social Care Complaints policy (pdf, 759kb).

Page last updated: 07 October 2021

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