If you have a complaint about a member of our staff, or our procedures, then the information below details our procedure.
Complaints about children's social care, including complaints about social workers, are classed as statutory complaints.
We will aim to deal with your complaint as quickly as possible and hope that most of these can be resolved informally with your social worker, link worker or carer.
In response to Covid-19 we are currently unable to take complaints via telephone, therefore please contact us using the email address below and we will be in touch about what happens next.
We will aim to deal with your complaint as quickly as possible and hope that most of these can be resolved informally. If this is not possible, or you would like someone else to deal with your concerns we will go through the following stages.
If you are a child or young person and are not happy with the support or care you are receiving at Together for Children you can raise an issue/complaint with the Customer Feedback Team. To do this you can either phone, email or send via your own Mind of My Own Account. To register for an account if you don’t already have one go to https://one.mindofmyown.org.uk/ and sign up. Once you have an account choose the scenario ‘sort a problem’.
Your complaint will be considered by a manager from the service area you are complaining about and you will either be offered a meeting to discuss and resolve your concerns, which will be followed up by a letter confirming the outcome of the meeting. Either way you will receive a written response within 10 working days of making your complaint. If your complaint is complicated it may take longer than 10 working days but if this is the case we will contact you and keep you updated.
If you are not satisfied with the Stage 1 response you are entitled to ask our Complaints & Feedback Manager to progress your complaint to Stage 2 of the procedure. An Investigating Officer will be appointed to investigate your complaint in full and an Independent Person (someone not employed by the Local Authority) will also be appointed to ensure that the investigation has been conducted thoroughly and fairly and in accordance with DfE regulations.
The Investigating Officer and Independent Officer will meet with you to develop a Stage 2 Statement of Complaint, and both will produce reports within 25 working days of you signing that statement. This may be extended to 65 working days if necessary. The Director of Children’s Social Care will then provide you with a written response to your complaint based on the outcome of the Investigation. This is called an adjudication letter.
If you still remain dissatisfied after receiving your response, you can ask our Complaints & Feedback Manager to arrange a Stage 3 Review Panel, which should take place within 30 working days of your request. This is a review of the Stage 2 investigation into your complaint by a panel made up of 3 people independent of the Local Authority (panel members).
You will be invited to attend the Panel hearing to have your say. Also present will also be the Stage 2 Investigating Officer, Independent Person, Director of Children’s Social Care and the Complaints & Feedback Manager. The Review Panel members will produce a report of their findings for the Director of Children's Services. The Director of Children's Services will then write to you with a response.
If, after going through Stages 1 to 3, you are still not satisfied with the council's response you can take your complaint to the Local Government Ombudsman.
What to do if you are a child or young person and you have a complaint about someone who supports you?
You should try to sort out any complaint you have first with your social worker, link worker, or carer. If they have been unable to help you, or you do not want to talk about your complaint with them, you should contact our Complaints & Feedback Manager who will then help you with your complaint.
The Complaints & Feedback Manager can also get you an advocate to help you make your complaint. You can contact our Complaints & Feedback Manager by telephone or email:
Tel: 0191 561 7997