Children's Social Care Services
Compliments, Comments and Complaints Procedure
Stage 2 - Investigation
If you don't feel your complaint has been sorted out after Stage 1
you can ask for it to be looked into by an Investigating Officer.
If your complaint is very serious it may go straight to Stage
What this means
An Investigating Officer will come and see you and talk about your
complaint. Sometimes an Independent Person will accompany the
Investigating Officer but neither the Investigating Officer nor the
Independent Person is part of Social Services. The Investigating
Officer will talk to you first and then anyone else involved.
This will take some time but should be
done within 25 days but it may take up to 65 days for more complex
complaints. The Investigating Officer will write a report about
your complaint, which will be given to a senior manager in
Children's Services. Someone will come and see you and talk to you
about your complaint. You will be able to say what you think.
We will look into
your complaint as quickly and fairly as possible. You will be sent
a copy of the report, together with a letter from a senior manager
in Children's Services. These can be sent to the person who has
helped you to make your complaint and they will explain it to you.
The letter will tell you what has been decided and what Children's
Social Care Services are going to do about your complaint.
If you are still unhappy with the way your complaint has been
dealt with you can ask for a Review Panel to look at it.
You must ask for this within 20 days.
You will receive a response from a senior manager in Children's
You can ask for a Review Panel to look at the the way your
complaint has been dealt with.
This page was last reviewed 8 July 2013 at 14:24.
The page is next due for review 4 January 2015.