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282 <h2>
282 Children’s Social Care Statutory Complaints Procedure
282 </h2>
284 </div>
287 <div id="scope_box">
288 <h3>
288 SCOPE OF THIS CHAPTER
288 </h3>
289 <p>
289 This procedure covers complaints and representations received in respect of services to children.
289 </p>
290 <p>
290 Those wishing to make complaints in relation to a Looked After Child can, at any time, refer their
complaint to the Regulatory Authority.
290 </p>
291 This procedure does not apply to complaints of Significant Harm, which must be dealt with under the
Local Safeguarding Children Board Inter Agency Procedures.
292 <h3>
292 RELATED GUIDANCE
292 </h3>
293 <p>
293 <a
href="https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/359681/Young_Perso
n_s_Guide_to_the_Children_and_Families_Act.pdf" target="_blank" rel="noopener">
293 The Young Person's Guide to the Children and Families Act 2014
293 </a>
293 </p>
294 <h3>
294 AMENDMENT
294 </h3>
295 <p>
295 This chapter was updated in October 2017 to reflect Bexley procedures. These include an evaluation
as to whether a representative has the capacity or interest to act in young person's welfare, (see
295 <a href="#who_may">
295 Section 1, Who may make a Complaint?
295 </a>
295 ) detail the processes regarding the management of the complaint, (see
295 <a href="#stage_one">
295 Section 6, Stage One - Local Resolution
295 </a>
295 and
295 <a href="#stage_two">
295 Section 7, Stage Two - Investigation
295 </a>
295 ), including that the maximum period for a complaint to remain at Stage 1 is 10 working days (with
exception). The contact details of the Local Government Ombudsman are also included.
295 </p>
296 </div>
297 <div id="sections">
299 <h3 id="sections_list">
299 Contents
299 </h3>
300 <ol>
301 <li>
301 <a href="#who_may">
301 Who may make a Complaint?
301 </a>
301 </li>
302 <li>
302 <a href="#what_may">
302 What May Be Complained About?
302 </a>
302 </li>
303 <li>
303 <a href="#time_limit">
303 Time Limit for Making Complaints
303 </a>
303 </li>
304 <li>
304 <a href="#inform">
304 Informing Children about the Complaints Procedure
304 </a>
304 </li>
305 <li>
305 <a href="#receiving">
305 Receiving Complaints
305 </a>
305 </li>
306 <li>
306 <a href="#stage_one">
306 Stage One - Local Resolution
306 </a>
306 </li>
307 <li>
307 <a href="#stage_two">
307 Stage Two - Investigation
307 </a>
307 </li>
308 <li>
308 <a href="#stage_three">
308 Stage Three - Review Panels
308 </a>
308 </li>
309 </ol>
310 <h3 id="who_may">
310 1. Who may make a Complaint?
310 </h3>
311 <p>
311 A representation or complaint may be made by:
311 </p>
312 <ol style="list-style-type:lower-alpha">
313 <li>
313 Any child who is a Looked After Child or who, although not Looked After, is a Child in Need;
313 </li>
314 <li>
314 A parent or person with Parental Responsibility;
314 </li>
315 <li>
315 A local authority Foster Carer;
315 </li>
316 <li>
316 Such other person as the authority consider has sufficient interest in a child's welfare to
warrant a complaint or representation being considered by them;
316 </li>
317 <li>
317 An Eligible Young Person, Relevant Young Person or Former Relevant Young Person;
317 </li>
318 <li>
318 A Qualifying Young Person under the Leaving Care procedures;
318 </li>
319 <li>
319 A person aged up to 24 who is or was a Former Relevant or Qualifying young person and whom the
local authority may still assist in connection with education and training;
319 </li>
320 <li>
320 Special Guardians;
320 </li>
321 <li>
321 A child in respect of whom a Special Guardianship Order is in force;
321 </li>
322 <li>
322 Any person who has applied for an assessment for special guardianship support;
322 </li>
323 <li>
323 Any child who may be adopted, their parents and guardians;
323 </li>
324 <li>
324 Any person wishing to adopt a child;
324 </li>
325 <li>
325 Any person to whom arrangements for the provision of adoption support services extend;
325 </li>
326 <li>
326 Adopted persons, their adoptive parents, birth parents and former guardians.
326 </li>
327 </ol>
328 <p>
328 This is not an exhaustive list and the Complaints Manager will determine whether complaints from
individuals outside the above categories fall within the legal definition.
328 </p>
329 <p>
329 Where a complaint is made on behalf of a child, the Complaints Manager should confirm, where
appropriate, that the child is happy for this to happen and that the complaint submitted reflects
the child's views.
329 </p>
330 The council has the discretion to decide whether or not the representative is suitable to act in
this capacity or has sufficient interest in the child's welfare. The Complaints Manager will discuss
this decision with the relevant service managers, as appropriate.
331 <h3 id="what_may">
331 2. What May Be Complained About?
331 </h3>
332 <p>
332 A complaint may arise as a result of many things relating to statutory children's social care
functions such as:
332 </p>
333 <ul>
334 <li>
334 An unwelcome or disputed decision;
334 </li>
335 <li>
335 Concern about the quality or appropriateness of a service;
335 </li>
336 <li>
336 Delay in decision making or provision of services;
336 </li>
337 <li>
337 Delivery or non-delivery of services including complaints procedures;
337 </li>
338 <li>
338 Quantity, frequency, change or cost of a service;
338 </li>
339 <li>
339 Attitude or behaviour of staff;
339 </li>
340 <li>
340 Application of eligibility and assessment criteria;
340 </li>
341 <li>
341 The impact on a child of the application of a local authority policy;
341 </li>
342 <li>
342 Assessment, care management and review.
342 </li>
343 </ul>
344 <p>
344 This is not an exhaustive list and the Complaints Manager should seek legal advice as necessary.
344 </p>
345 <p>
345 Specifically, a complaint may be about the following:
345 </p>
346 <ul>
347 <li>
347 The decision by the local authority to initiate Care Proceedings;
347 </li>
348 <li>
348 The effect of a Care Order and the local authority's actions and decisions where a Care Order is
made;
348 </li>
349 <li>
349 Issues relating to contact between parents and children subject to Care Orders;
349 </li>
350 <li>
350 How supervisors perform their duties where a Supervision Order is in force;
350 </li>
351 <li>
351 Actions of the local authority regarding applications for and duties in relation to Child
Assessment Orders;
351 </li>
352 <li>
352 Matters relating to applications for Emergency Protection Orders and decisions relating to the
return of children who have been removed;
352 </li>
353 <li>
353 The quality or accuracy of social work information or a social work report provided to a Court;
353 </li>
354 <li>
354 The conduct of a social worker in court.
354 </li>
355 </ul>
356 <p>
356 In relation to adoption, a complaint may be about the following:
356 </p>
357 <ul>
358 <li>
358 The provision of Adoption Support Services insofar as these enable adoptive children to discuss
matters relating to adoption;
358 </li>
359 <li>
359 Assessments and related decisions for adoption support services;
359 </li>
360 <li>
360 Placing children for adoption, including Parental Responsibility and contact issues (see
360 <a href="p_place_adop.html">
360 Placement for Adoption Procedure
360 </a>
360 );
360 </li>
361 <li>
361 Removal of children who are or may be placed by adoption agencies;
361 </li>
362 <li>
362 Removal of children in non-agency cases;
362 </li>
363 <li>
363 The carrying out by the local authority of its duties on receipt of a notice of intention to
adopt;
363 </li>
364 <li>
364 The carrying out by the local authority of its duties in respect of
365 <ul>
366 <li>
366 Considering adoption for a child;
366 </li>
367 <li>
367 A proposed placement of a child with prospective adopters;
367 </li>
368 <li>
368 Adoptive placements and reviews;
368 </li>
369 <li>
369 Adoption Case Records;
369 </li>
370 <li>
370 Contact;
370 </li>
371 <li>
371 Parental Responsibility prior to adoption abroad.
371 </li>
372 </ul>
373 </li>
374 </ul>
375 <p>
375 In relation to Special Guardianship Order, a complaint may be about the following:
375 </p>
376 <ul>
377 <li>
377 Financial support for Special Guardians;
377 </li>
378 <li>
378 Support groups for children to enable them to discuss matters relating to Special Guardianship;
378 </li>
379 <li>
379 Assistance in relation to contact with parents for children;
379 </li>
380 <li>
380 Therapeutic services for children;
380 </li>
381 <li>
381 Assistance to ensure the continuation of the relationship between the child and their Special
Guardian or prospective Special Guardian.
381 </li>
382 </ul>
383 <p>
383 The Complaints Manager has discretion in deciding whether to consider complaints where to do so
would prejudice any of the following concurrent investigations:
383 </p>
384 <ul>
385 <li>
385 Court proceedings;
385 </li>
386 <li>
386 Tribunals;
386 </li>
387 <li>
387 Disciplinary proceedings;
387 </li>
388 <li>
388 Criminal proceedings.
388 </li>
389 </ul>
390 <p>
390 If the Complaints Manager decides not to consider or further consider complaints subject to these
concurrent investigations, they must write to the complainant explaining the reason for their
decision and specifying the relevant concurrent investigation.
390 </p>
391 <p>
391 Once the concurrent investigation has been concluded the complainant may resubmit their complaint
to the local authority as long as it is within one year of the conclusion of the concurrent
investigation.
391 </p>
392 <h3 id="time_limit">
392 3. Time Limit for Making Complaints
392 </h3>
393 <p>
393 If a complainant does wish to make a complaint, it is best to do so as soon as possible after the
incident occurs.
393 </p>
394 The Council cannot normally accept complaints made more than 12 months after the date the matter
occurred or the date the complainant was notified of the matter. However, the Complaints Manager
will look at any complaints received after the 12 month time limit on an individual basis and
determine whether the Council can investigate the matter.
395 <h3 id="inform">
395 4. Informing Children about the Complaints Procedure
395 </h3>
396 <p>
396 Children must be informed about the Complaints Procedure in a variety of ways suitable to their
needs and level of understanding. Copies of relevant leaflets should be provided, for example by
including them in the Children's Guide which is given to children before or upon admission to a
children's home. Such information must include an explanation of the role of an Advocate and
provide contact details for advocates to make complaints on children's behalf.
396 </p>
397 <p>
397 Where children or those acting on their behalf express a wish to make a complaint, they should be
given any information or advice they require on how to use the complaints procedure. Their options
must be carefully explained including information and advice on alternative methods for resolving
their dissatisfaction. For all complaints made by or on behalf of children, help must always be
offered to obtain the services of an advocate.
397 </p>
398 <p>
398 Where a child wishes to make a complaint, s/he should be referred to the Complaints Manager.
398 </p>
399 <p>
399 If the complaint is made by or relates to a child in foster care or residential care, it may also
be directed to the Regulatory Authority.
399 </p>
400 <h3 id="receiving">
400 5. Receiving Complaints
400 </h3>
401 <p>
401 Complaints may be made orally or in writing, including by email or text. Some complaints can be
received via the Local Government Ombudsman, if the complainant approaches the Ombudsman before
completing the Council's complaints process.
401 </p>
402 <p>
402 All comments, complaints and compliments about services to children should be forwarded to the
Complaints Manager to record.
402 </p>
403 <p>
403 In relation to complaints, the emphasis should be on a quick resolution reached locally wherever
possible.
403 </p>
404 <p>
404 However, where a complaint includes an allegation of Significant Harm, the matter must be directed
to be dealt with under the Child Protection Procedures and must be referred to the Referral and
Assessment Team for this purpose immediately.
404 </p>
405 Staff should not deal with complaints relating to their own practice and must pass such matters to
their own manager; guidance should be sought from the Complaints Manager, as appropriate.
406 <h3 id="stage_one">
406 6. Stage One - Local Resolution
406 </h3>
407 <p>
407 If comments made by users about a service indicate dissatisfaction with the service, the
front-line service provider or the line manager receiving the complaint should in most instances
try to resolve it quickly, where possible. In most cases, complainants will contact the Complaints
Team directly if they wish to make a formal complaint. However, sometimes they may send a
complaint directly to the service. In all cases where formal complaints are received, the
Complaints Manager must be sent a copy of the complaint immediately.
407 </p>
408 <p>
408 Formal complaints will be considered under Stage 1 of the complaints process and the Complaints
Manager will aim to:
408 </p>
409 <ol style="list-style-type:lower-alpha">
410 <li>
410 Send an acknowledgement to the complainant within 2 working days of receipt, notifying the
complainant of who will be dealing with their complaint and when they can expect to receive a
response by. If the complaint is from a young person, the Complaints Manager may also establish
at this point whether the young person requires an advocate;
410 </li>
411 <li>
411 Assign the complaint to the appropriate Service Manager to investigate and respond within 10
working days;
411 </li>
412 </ol>
413 <p>
413 If it is not possible to respond within 10 working days, e.g. where files or records need to be
checked or a key member of staff is not available, the Service Manager must inform the Complaints
Team who will send a holding letter to advise the complainant of the delay. The maximum period for
a complaint to remain at Stage 1 is 10 working days (or up to 20 working days in prescribed
circumstances, with the agreement of the complainant).
413 </p>
414 <p>
414 Complaints made by children in foster care or residential care should be recorded as follows:
414 </p>
415 <ul>
416 <li>
416 Where the complaint relates to the child's placement in residential care, the fact that the
complaint was made and resolved should be noted in the home's Daily Log, and a summary of the
complaint and the manner in which it was resolved should be recorded in the Complaints Log and
in the child's Daily Record. Where the complaint involves sensitive personal information, such
details should not be held in the Complaint Log, which is a public record. The manager should
consult the complainant to ensure that the matter was dealt with appropriately before
countersigning the Complaints Log;
416 </li>
417 <li>
417 Where the complaint relates to the child's foster home, the foster carer should record brief
details in the child's Daily Record. The foster carer should inform the supervising social
worker as soon as practicable as well as, where appropriate, the child's social worker. The
complaint should be recorded in the Complaints Log held by the Fostering Service and where
appropriate in the child's electronic record;
417 </li>
418 </ul>
419 <p>
419 The manager for each team or service has to keep a record of complaints dealt with 'locally' and
their outcomes. This record should then be forwarded to the Complaints Manager.
419 </p>
420 If the matter cannot be resolved to the complainant's satisfaction within 10 working days, the
complainant has the right to progress their complaint to Stage Two of the statutory complaints
process and given assistance to do so as necessary. The complainant may, however, agree to extend
the deadline for the Stage One process.
421 <h3 id="stage_two">
421 7. Stage Two - Investigation
421 </h3>
422 <p>
422 Complainants should be encouraged to make a written complaint but do not have to do so. A
complaint may be accepted in any form. Once the Stage Two complaint is received, an Investigating
Officer (IO) and Independent Person (IP) will be appointed by the Complaints Team to investigate
the complaint. The Independent Person is appointed to shadow the Investigating Officer. Under the
arrangement, the Independent Person accompanies the Investigating Officer throughout the
investigation. The Investigating Officer and Independent Person will arrange to meet with the
complainant and agree a Statement of Complaint. Once the Statement of Complaint has been agreed by
the complainant, the Stage Two process commences.
422 </p>
423 <h4>
423 Action on Receipt of a Stage Two Complaint
423 </h4>
424 <p>
424 Upon receiving a complaint, the Complaints Manager will:
424 </p>
425 <ol>
426 <li>
426 Record the complaint. At this stage the Complaints Manager will decide whether the complaint
should be investigated under this procedure or whether it should be referred elsewhere;
426 </li>
427 <li>
427 Ensure that a copy of the complaint is sent to any staff member named in it and to that
person's line manager, unless to do so would prejudice the investigation of the complaint in
which case the Complaints Manager should inform the relevant senior manager of this decision;
427 </li>
428 <li>
428 Appoint and send terms of reference to the Investigating Officer and the Independent for the
investigation;
428 </li>
429 <li>
429 Acknowledge receipt of the complaint within 2 working days and advise the complainant of how the
complaint is being dealt with under the Stage Two process, the timescales and the name of the
Investigating Officer.
429 </li>
430 </ol>
431 <p>
431 The Complaints Manager and the Investigating Officer should consider whether it is necessary to
halt a particular aspect of the case pending investigation, for example where there are ongoing
Court proceedings.
431 </p>
432 <h4>
432 The Investigation
432 </h4>
433 <p>
433 Upon being appointed, the Investigating Officer will:
433 </p>
434 <ol style="list-style-type:lower-roman">
435 <li>
435 Conduct an investigation, interviewing the complainant and staff as appropriate;
435 </li>
436 <li>
436 Produce a report making recommendations about action to be considered;
436 </li>
437 <li>
437 Send a copy of the report to the Complaints Manager bearing in mind that this, together with the
local authority's response, needs to be sent to the complainant within 25 working days of the
receipt of the complaint. If this timescale is not possible, the Investigating Officer should
consult with the Complaints Manager and agree a timescale for extension. In any event, this
extension must not exceed a full response to the complaint within 65 working days.
437 </li>
438 </ol>
439 <p>
439 The Complaints Manager will inform the complainant of this agreement and the reason for the
extension to the timescale, and wherever possible obtain the complainant's agreement to the new
timescale;
439 </p>
440 <p>
440 iv. Staff and carers need to be aware that it is a legal requirement upon the authority to
undertake investigations when a complaint is made. It is therefore essential that they cooperate
with the investigation and provide information to the Investigating Officer through their verbal
responses to questions and access to written material.
440 </p>
441 <h4>
441 Action Following Investigation
441 </h4>
442 <p>
442 Upon receiving the Investigating Officer's reports and any supplementary report provided by the
Independent Person, the Complaints Manager will:
442 </p>
443 <ol style="list-style-type:lower-alpha">
444 <li>
444 Send a copy of the report(s) to the relevant manager of the service complained about and, if the
complaint concerns front-line service providers, the staff themselves;
444 </li>
445 <li>
445 Ask a senior manager, normally a Deputy Director, for his or her adjudication, in consultation
with others as necessary, and what action the local authority will be willing to take in
relation to the investigation's recommendations
445 </li>
446 <li>
446 Send a copy of the Investigating Officer's report, any supplementary report prepared by the
Independent Person and the local authority's response to the report(s) to the complainant. This
must be sent within a maximum of 65 working days of receipt of the complaint
446 </li>
447 <li>
447 Advise the complainant of the right to submit a request to the Complaints Manager within 20
working days that the complaint proceed to a Stage Three Review Panel;
447 </li>
448 <li>
448 Monitor the outcome of the complaint in terms of consumer satisfaction with the process and the
eventual outcome, and the implications for future service delivery and training.
448 </li>
449 </ol>
450 <h3 id="stage_three">
450 8. Stage Three - Review Panels
450 </h3>
451 <p>
451 If the complainant is not satisfied with the outcome of the complaint, the complainant has 20
working days to ask for the response to be reviewed by a Review Panel. The request should be made
to the Complaints Manager and acknowledged in writing within 2 working days. The Complaints
Manager will ensure a Review Panel is set up and meets within 30 working days of the
complainant's Stage Three request being made.
451 </p>
452 <p>
452 The Review Panel must be made up of three independent people, who must not be:
452 </p>
453 <ol style="list-style-type:lower-roman">
454 <li>
454 Employees of the authority;
454 </li>
455 <li>
455 Elected members of the authority;
455 </li>
456 <li>
456 A spouse or partner of either of the above.
456 </li>
457 </ol>
458 <p>
458 One member will be appointed as the Panel Chair. It is good practice that the Chair should not
have been employed or an elected member of the authority within the last three years.
458 </p>
459 <p>
459 The complainant should be notified of the Panel's date and location in writing at least 10 working
days before the Review Panel meets and be invited to attend. The complainant should also be
informed of their entitlement to be accompanied by another person and for this person to speak on
their behalf.
459 </p>
460 <p>
460 Those persons involved with the investigation at Stage Two (e.g. the Investigating Officer, and
the Independent Person) should also be invited to attend.
460 </p>
461 <p>
461 The Chair should make the final decision on attendees (including asking the local authority to
make specific members of staff available to provide specialist advice or opinion).
461 </p>
462 <p>
462 Panel papers should be sent to panel members and other attendees as soon as these have been agreed
by the Chair and no later than 10 working days before the date of the Panel. These should normally
include: information on Stage 1 (as relevant), the Stage Two investigation report(s), the local
authority's adjudication, any policy, practice or guidance information relevant to the complaint,
and any comments that the complainant has submitted to the Panel. The papers should also include
information on any local practice around Panels, such as conduct, roles and responsibilities
462 </p>
463 <p>
463 The Review Panel's recommendations should be recorded in writing and copies sent to the Director
of Children's Social Care within 5 working days.
463 </p>
464 <p>
464 The Director of Children's Social Care must respond to the recommendations of the Review Panel and
make the decisions known to the complainant within 15 working days, explaining the authority's
decision and reasons.
464 </p>
465 <p>
465 Complainants should be advised of their right to make representations to the Local Government
Ombudsman if they are still not satisfied.
465 </p>
466 <p>
466 The contact details for the Local Government Ombudsman are as follows:
466 </p>
467 <p>
467 Submit a complaint via the Online Form on the
467 <a href="http://www.lgo.org.uk/contact-us" target="_blank" rel="noopener">
467 LGO's website
467 </a>
467 </p>
468 Telephone: 0300 061 0614 - lines are open Monday to Friday from 8.30am to 5.00pm (except public
holidays)
468 </div>
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