Childrens Statutory Social Care Complaints Procedure

Stage 1

• When you make a complaint, we will write to you to say which manager will sort out your complaint.
• The manager will try to sort out your complaint and give you a written response within 10 working days however this may be extended to 20 working days.
• We will keep you updated on the progress of your complaint.

Stage 2

• If you are not happy with the manager’s response to your complaint, you can ask for an investigation under stage 2 of the complaints procedure.
• If you want your complaint investigated at stage 2, you must inform the Customer Relations Team within 20 working days of the manager’s response.
• You can ask the Customer Relations Team for an information sheet which tells you more about stage 2 of the complaints procedure.

Stage 3

• If you do not agree with the findings and recommendations of the stage 2 investigation into your complaint, you can ask for a review panel to consider your complaint.
• You can ask the Customer Relations Team for an information sheet to tell you more about the review panel at stage 3.