Children social service complaints

This is a statutory procedure, which applies to any comment, compliment or complaint about the provision of services under Parts 3, 4 and 5 the Children Act 1989 and Part 3 of the Adoption and Children Act 2002.

The children's social care procedures have been drawn up in line with the Children Act 1989 Representations Procedure (England) Regulations 2006 and the DfES guidance, "Getting the Best from Complaints".

In the first instance, you should try to resolve any problems with your social worker or carer. If they can't resolve the problem or if you want someone else to deal with the matter we will follow these stages.

Stage 1 - informal stage

Complaints can be made to the complaints manager in writing or verbally. If a complaint is made verbally you will receive a written record of what is discussed.

The complaints manager will arrange for your complaint to be investigated by an appropriate manager. This will normally be completed within 10 working days but if the complaint is complicated this may take longer, but no more than an extra 10 working days.

Stage 2 - investigation stage

If you are not satisfied with the response you receive, you can ask for your complaint to be investigated further by writing to the complaints manager explaining why you remain dissatisfied.

The complaints manager will appoint an independent investigating team to consider your complaint. We will aim to send you a written reply within 25 working days. If we can't reply within that time, then we will tell you why, and let you know when you can expect a reply. This will be within 65 working days.

Stage 3 - review panel

If you think that:

  • the response to your complaint at Stage 2 was wrong or did not address your complaint properly
  • the complaints procedure has not been followed, or
  • the council has not tried its best to resolve the complaint

you or your advocate may contact the complaints manager to ask for a review panel to consider whether or not reasonable efforts have been made to resolve your complaint and what, if anything, could still be done.

Local Government Ombudsman

If, after going through all three stages of the complaints procedure, you are still not satisfied with the council's response you can take your complaint to the Local Government Ombudsman by:

  • writing to:
    The Local Government Ombudsman
    PO Box 4771
    Coventry
    CV4 0EH
  • telephoning: 0300 061 0614
  • texting:  Text 'call back' to 07624 804 299
  • faxing:  024 7682 0001
  • emailing: advice@lgo.org.uk

Can I have someone to support me when I make a complaint?

There is no need to feel alone if you complain, as someone can always support you or make a complaint on your behalf.

At any stage in the complaints procedure you can be represented by a friend or relative or you may choose to have someone with you who has experience in representing people's views (an advocate).

London Borough of Croydon are in the process of looking at how best to provide an advocacy service to children and young people. In the interim period if you feel you require an advocate please contact the children's quality assurance and safeguarding service by telephoning 020 8726 6000 x 63358.

Contact the social care complaints team

Complaints should normally be submitted in writing but if you need support doing this, would like the procedures explained to you or just want to discuss your complaint with a member of staff, you may contact the complaints manager by telephoning 020 8726 6000 Ext. 62753 or 65685

What to do if you want to pay us a compliment

If you wish to pay us a compliment, for instance about the services you receive or the people who help you, you can use the on-line feedback form. We will make sure your compliment is forwarded to the person or team involved and we will also make a record of your compliment.

What to do if you want to make a comment

If you wish to comment on the services you receive, you can use the online feedback form. You may wish to make a suggestion about how we can make a change to services or improve on something. We will ensure your comment is given very serious consideration, and that you receive a response.

Useful links

Read the complaint Regulations
Government guidance on the statutory complaints procedure

Contact Details

General Enquiries Number
Telephone 020 8726 6000
Minicom 020 8760 5797
Senior Complaints Resolution Officer (Statutory)
Telephone 020 8726 6000 ext. 62753
Minicom 020 8760 5797
Email complaints@croydon.gov.uk
Address Department of Corporate Resources and Customer Services
Complaint Resolution Team
7th Floor Taberner House
Park Lane
Croydon
CR9 2BA
Local Government Ombudsman
Telephone 0845 602 1983
Fax 024 7682 0001
Address The Oaks No 2
Westwood Way
Westwood Business Park
Coventry
CV4 8JB
Website www.lgo.org.uk

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