Children's Social Care complaints procedure
How to complain
Please use our online feedback form
If you are unable to use the form, please contact us by phone on 020 8489 3424.
We offer a free independent advocacy service carried out by Barnardo's to help young people who wish to complain about social care services.
You can find Barnardo's contact details here.
You can also ask us to contact the organisations on your behalf.
We deal with complaints about children’s social care differently to complaints about other things because the law tells that we must deal with them in the following way:
The Local Problem Solving Stage (Stage 1)
When we receive your complaint, we will try to sort out the problem straight away. If we can't, we will ask a senior manager to investigate and respond to you within 10 working days.
The Formal Stage (Stage 2)
We will arrange for an Independent Investigating Officer to investigate your complaint. The investigator will meet with you so that they can fully understand your complaint before they start the investigation. An independent person will also be appointed to ensure that your concerns are taken seriously and that you are treated fairly. The investigation should normally take between 25 to 65 working days.
Review Panel (Stage 3)
A Review Panel meeting will consider your complaint. The Panel is three independent people who will hear your complaint and consider how it can be resolved. You have the right to bring a representative to speak on your behalf.
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