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Complaints about children's social services

Some complaints about Children's Services, made by or on behalf of children, are considered under a special three-stage procedure - The Children Act 1989 Complaints Procedure. If you make a complaint we will tell you whether we are going to consider it through this procedure or another one.

What is covered under the Children's Act 1989 procedure

The procedure covers complaints about the council's services to children in need or in care; about how the council applies to take a child into care; many complaints about fostering, special guardianship and adoption services and complaints about services to children leaving care.

The procedure exists to consider complaints not just by or on behalf of children, but sometimes from their parents, foster carers, special guardians, adopters and others who may have an interest in their wellbeing.

You can find further details about what is covered on GOV.UK: Statutory guidance - Children's social care: getting the best from complaints (opens new window).

How the council will consider the complaint

The procedure has three stages: the first is a response to the complaint from the department concerned. The second stage is an investigation and report carried out by someone independent of the department and with independent oversight. The third stage is a Review Panel. The Panel is made up of independent people.

When you can take your complaint to the Local Government and Social Care Ombudsman (LGSCO)

Because the Children Act procedure is set out in law, you are normally expected to complete it before the LGSCO will investigate your complaint. However, the LGSCO will sometimes accept a complaint early if, for example:

  • there are serious delays in the process
  • the council has admitted fault but hasn't agreed to put a remedy in place.

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