Children's Social Care compliments and complaints

The Complaints Manager will get in touch with you to talk about what you have told us and let you know what we will do. We will keep the details of your comments confidential and only tell people who need to know to help you. If you need help in explaining your feelings we will arrange for a person called an advocate to help you.

The Children's Society Black Country Advocacy Service:

• Freephone: 0800 652 3839
• Telephone: 01902 877563

The Workspace
All Saints Road
Wolverhampton
WV2 1EL

Local Government and Social Care Ombudsman:

• Telephone: 0300 061 0614
• Text 'call back' to 0762 480 3014

PO Box 4771
Coventry
CV4 0EH

Stage 1 – Local Resolution

• Complaints submitted are screened for eligibility to enter the process
• Specific complaints defined by the Complaints Team
• The complaint is then allocated to the appropriate Team Manager/Head of Service for investigation and response
• The timescale for responding is 10 working days with an option to extend to 20 working days
• If the complainant remains dissatisfied following response at Stage 1 they may make a written request to the Customer Engagement Manager to be considered for progression to Stage 2 of the procedure.
• The local authority does, however, welcome the opportunity to offer mediation in order to bring your complaint to a satisfactory resolution

Stage 2 – Formal Investigation

• An Independent Investigating Officer is assigned to the investigation and an Independent Person appointed to work alongside them to ensure a fair and thorough investigation
• Following the formal investigation, a report is written outlining the findings and outcomes of the investigation
• The report is considered and a response is provided by an Adjudicating Officer within Children’s Services
• The timescale for Stage 2 is 25 working days up to a maximum of 65 working days
• If the complainant remains dissatisfied with the response and report at Stage 2, they may make a written request to the Complaints Team
• This request should be within 20 working days of the response letter

Stage 3 – Complaint Review Panel

• The Panel consists of 3 independent panel members who will consider the complaint and make recommendations in a written response
• The Panel review the Stage 2 investigation and outcomes – they do not re-investigate the complaint
• The Panel is also attended by the complainant, the Investigating Officer, Independent Person and relevant staff members
• Following the Panel, a report will be written by the Panel Chair outlining their findings and any recommendations within 5 working days of the review panel
• A response to the Panel’s report will be made by the Director for Children’s Services within 15 working days of receiving the Review Panel’s report

Still dissatisfied?

Once all Stages in the Statutory Complaints Procedure have been exhausted and the complainant remains dissatisfied, they may refer their complaints to the Local Government and Social Care Ombudsman

The Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH. 

Advice Team Telephone No. 0300 061 0614 www.lgo.org.uk