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135 <div class="panel-body">
136 <h1>
136 Complaints and Representations
136 </h1>
141 <div class="well">
142 <p class="bold">
142 SCOPE OF THIS CHAPTER
143 </p>
144 <p>
144 This procedure covers complaints and representations received in respect of services to
children.
144 </p>
145 <p>
145 Those wishing to make complaints in relation to a Child in Care can, at any time, refer
their complaints to the regulatory authority.
145 </p>
146 <p>
146 This procedure does not apply to complaints of significant harm or concerns in relation to
abuse or neglect, which must be dealt with under the
146 <a href="https://www.proceduresonline.com/pancheshire/warrington" target="_blank"
rel="noopener">
146 Warrington Safeguarding Partnership Procedures
146 </a>
146 .
146 </p>
147 <p class="bold">
147 RELATED GUIDANCE
148 </p>
149 <a
href="https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/359681/Young_P
erson_s_Guide_to_the_Children_and_Families_Act.pdf" target="_blank" rel="noopener">
149 The Young Person's Guide to the Children and Families Act 2014
149 </a>
149 </div>
156 <div class="section">
156 <h2 id="who_may">
156 1. Who may make a Complaint?
156 </h2>
157 <p>
157 A representation or complaint may be made by:
157 </p>
158 <ol style="list-style-type:lower-alpha">
159 <li>
159 A Child in Care or a Child in Need;
159 </li>
160 <li>
160 A parent or person with parental responsibility;
160 </li>
161 <li>
161 A local authority Foster Carer;
161 </li>
162 <li>
162 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;
162 </li>
163 <li>
163 An eligible young person, relevant young person or former relevant young person;
163 </li>
164 <li>
164 A qualifying young person under the Leaving Care procedures;
164 </li>
165 <li>
165 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;
165 </li>
166 <li>
166 Special Guardians;
166 </li>
167 <li>
167 A child in respect of whom a special guardianship order is in force;
167 </li>
168 <li>
168 Any person who has applied for an assessment for special guardianship support;
168 </li>
169 <li>
169 Any child who may be adopted, their parents and guardians;
169 </li>
170 <li>
170 Any person wishing to adopt a child;
170 </li>
171 <li>
171 Any person to whom arrangements for the provision of adoption support services extend;
171 </li>
172 <li>
172 Adopted persons, their adoptive parents, birth parents and former guardians.
172 </li>
173 </ol>
174 <p>
174 Where a complaint is made on behalf of a child, the Customer Service Manager should confirm
where possible that the child is happy for this to happen and that the complaint submitted
reflects their views.
174 </p>
175 </div>
176 <div class="section1">
176 </div>
182 <div class="section">
182 <h2 id="what_may">
182 2. What may be Complained About?
182 </h2>
183 <p>
183 A complaint may arise as a result of many things relating to statutory children's social
care functions such as:
183 </p>
184 <ul>
185 <li>
185 An unwelcome or disputed decision;
185 </li>
186 <li>
186 Concern about the quality or appropriateness of a service;
186 </li>
187 <li>
187 Delay in decision making or provision of services;
187 </li>
188 <li>
188 Delivery or non-delivery of services including complaints procedures;
188 </li>
189 <li>
189 Quantity, frequency, change or cost of a service;
189 </li>
190 <li>
190 Attitude or behaviour of staff;
190 </li>
191 <li>
191 Application of eligibility and assessment criteria;
191 </li>
192 <li>
192 The impact on a child of the application of a local authority policy; and
192 </li>
193 <li>
193 Assessment, care management and review.
193 </li>
194 </ul>
195 <p>
195 This is not an exhaustive list and the Customer Service Manager should seek legal advice as
necessary.
195 </p>
196 <p>
196 Specifically, a complaint may be about the following:
196 </p>
197 <ul>
198 <li>
198 The decision by the local authority to initiate care proceedings;
198 </li>
199 <li>
199 The effect of a care order and the local authority's actions and decisions where a care
order is made;
199 </li>
200 <li>
200 Issues relating to contact between parents and children subject to care orders;
200 </li>
201 <li>
201 How supervisors perform their duties where a supervision order is in force;
201 </li>
202 <li>
202 Actions of the local authority regarding applications for and duties in relation to child
assessment orders;
202 </li>
203 <li>
203 Matters relating to applications for emergency protection orders and decisions relating to
the return of children who have been removed;
203 </li>
204 <li>
204 The quality or accuracy of social work information or a social work report provided to a
court;
204 </li>
205 <li>
205 The conduct of a social worker in court.
205 </li>
206 </ul>
207 <p>
207 In relation to adoption, a complaint may be about the following:
207 </p>
208 <ul>
209 <li>
209 The provision of Adoption Support Services insofar as these enable adoptive children to
discuss matters relating to adoption;
209 </li>
210 <li>
210 Assessments and related decisions for adoption support services;
210 </li>
211 <li>
211 Placing children for adoption, including parental responsibility and contact issues (see
211 <a href="p_place_adop.html">
211 Placement for Adoption Procedure
211 </a>
211 );
211 </li>
212 <li>
212 Removal of children who are or may be placed by adoption agencies;
212 </li>
213 <li>
213 Removal of children in non-agency cases;
213 </li>
214 <li>
214 The carrying out by the local authority of its duties on receipt of a notice of intention
to adopt;
214 </li>
215 <li>
215 The carrying out by the local authority of its duties in respect of
216 <ul>
217 <li>
217 Considering adoption for a child;
217 </li>
218 <li>
218 A proposed placement of a child with prospective adopters;
218 </li>
219 <li>
219 Adoptive placements and reviews;
219 </li>
220 <li>
220 Adoption case records;
220 </li>
221 <li>
221 Contact; and
221 </li>
222 <li>
222 Parental Responsibility prior to adoption abroad.
222 </li>
223 </ul>
224 </li>
225 </ul>
226 <p>
226 In relation to special guardianship order, a complaint may be about the following:
226 </p>
227 <ul>
228 <li>
228 Financial support for Special Guardians;
228 </li>
229 <li>
229 Support groups for children to enable them to discuss matters relating to Special
Guardianship;
229 </li>
230 <li>
230 Assistance in relation to contact with parents for children;
230 </li>
231 <li>
231 Therapeutic services for children; and
231 </li>
232 <li>
232 Assistance to ensure the continuation of the relationship between the child and their
Special Guardian or prospective Special Guardian.
232 </li>
233 </ul>
234 <p>
234 The Complaints Manager has discretion in deciding whether to consider complaints where to do
so would prejudice any of the following concurrent investigations:
234 </p>
235 <ul>
236 <li>
236 Court proceedings;
236 </li>
237 <li>
237 Tribunals;
237 </li>
238 <li>
238 Disciplinary proceedings; or
238 </li>
239 <li>
239 Criminal proceedings.
239 </li>
240 </ul>
241 <p>
241 If the Customer Service 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.
241 </p>
242 <p>
242 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.
242 </p>
243 </div>
244 <div class="section1">
244 </div>
250 <div class="section">
250 <h2 id="time_limit">
250 3. Time Limit to Complaints
250 </h2>
251 <p>
251 Local authorities do not need to consider complaints made more than one year after the
grounds to make the complaint arose. In these cases, the Customer Service Manager should
write to advise the complainant that their complaint cannot be considered, explaining the
reasons why. This response should also advise the complainant of their right to approach the
Local Government and Social Care Ombudsman.
251 </p>
252 <p>
252 The time limit can be extended at the local authority's discretion if it is still possible
to consider the representations effectively and efficiently and/or where it would be
unreasonable to expect the complainant to have made the complaint earlier, for example,
where the child was not able to make the complaint or did not feel confident in bringing it
forward in the year time limit.
252 </p>
253 </div>
254 <div class="section1">
254 </div>
260 <div class="section">
260 <h2 id="inform">
260 4. Informing Children about the Complaints Procedure
260 </h2>
261 <p>
261 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 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.
261 </p>
262 <p>
262 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.
262 </p>
263 Where a child wishes to make a complaint, they should be referred to the relevant manager or
to the Customer Service Manager.
264 <p>
264 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.
264 </p>
265 </div>
266 <div class="section1">
266 </div>
272 <div class="section">
272 <h2 id="receiving">
272 5. Receiving Complaints
272 </h2>
273 <p>
273 Comments, complaints and compliments may be made orally or in writing, including by email or
text. Some complaints can be received via the Local Government and Social Care Ombudsman.
273 </p>
274 <p>
274 All comments, complaints and compliments about services to children should be recorded by
the front-line manager or staff member who receives them and forwarded to the Customer
Service Manager.
274 </p>
275 <p>
275 In relation to complaints, the emphasis should be on a speedy resolution reached locally
wherever possible.
275 </p>
276 <p>
276 However, where a complaint includes an allegation of significant harm, the matter must be
directed to be dealt with under the
276 <a href="https://www.proceduresonline.com/pancheshire/warrington/" target="_blank"
rel="noopener">
276 Warrington Safeguarding Partnership Procedures
276 </a>
276 and must be referred to the Multi Agency Safeguarding Hub (MASH) for this purpose
immediately.
276 </p>
277 <p>
277 Staff may not deal with complaints relating to their own practice and must pass such matters
to their own manager or to the Customer Service Manager.
277 </p>
278 </div>
279 <div class="section1">
279 </div>
285 <div class="section">
285 <h2 id="stage_one">
285 6. Stage One - Local Resolution
285 </h2>
286 <p>
286 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 them quickly, if they have the delegated responsibility to do so.
Wherever appropriate, complainants should be asked to agree to a 'local' resolution. In all
cases where complaints are received, the Customer Service Manager must be informed.
286 </p>
287 When the Customer Service Manager receives a complaint directly, this will be considered under
Stage One and the Customer Service Manager will:
288 <ol style="list-style-type:lower-alpha">
289 <li>
289 Acknowledge the complaint within 3 working days, notifying the complainant of where the
complaint has been forwarded and the timescale within which a response will be sent, and
establish whether the child has or requires an Advocate;
289 </li>
290 <li>
290 Notify the appropriate line manager;
290 </li>
291 <li>
291 Request that the line manager attempt to resolve the complaint within 10 working days and
send a copy of the response to the Complaints Manager, together with a brief resume of any
points not covered in the letter.
291 </li>
292 </ol>
293 <p>
293 If it is not possible to respond within the above time scale - e.g. where files or records
need to be checked or a key member of staff is not available - the line manager (in b)
above) must inform the Customer Service Manager who will send a holding letter to advise the
complainant of the delay. The maximum period for a complaint to remain at Stage One is
normally 20 working days, unless the complainant has agreed to an extension of time or the
Manager is seeking an alternative dispute resolution process.
293 </p>
294 <p>
294 Complaints made by children in foster care or residential care should be recorded as
follows:
294 </p>
295 <ul>
296 <li>
296 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;
296 </li>
297 <li>
297 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;
297 </li>
298 </ul>
299 <p>
299 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 Customer Service
Manager
299 </p>
300 <p>
300 If the matter cannot be resolved to the complainant's satisfaction within 20 working days,
the complainant must be advised that they have a right to proceed to Stage Two and given
assistance to do so as necessary. The complainant may, however, agree to extend the deadline
for the Stage One process.
300 </p>
301 </div>
302 <div class="section1">
302 </div>
308 <div class="section">
308 <h2 id="stage_two">
308 7. Stage Two - Investigation
308 </h2>
309 <p>
309 Complainants should be encouraged to make a written complaint, but do not have to do so. A
complaint may be accepted in any form. Where a complaint is not in writing, however, the
Complaints Manager should arrange to meet the complainant to make a written record of the
complaint which is then agreed with the complainant.
309 </p>
310 <h3>
310 Action on Receipt of Complaint
310 </h3>
311 <p>
311 Upon receiving a complaint, the Customer Service Manager will:
311 </p>
312 <ol>
313 <li>
313 In some circumstances, contact the complainant direct to discuss whether it may be
possible to mediate or negotiate a settlement;
313 </li>
314 <li>
314 Record the complaint. At this stage the Customer Service Manager will decide whether the
complaint should be investigated under this procedure or whether it should be referred
elsewhere, for example under staff disciplinary procedure;
314 </li>
315 <li>
315 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 Customer Service Manager should inform the relevant senior manager of
this decision;
315 </li>
316 <li>
316 Appoint and prepare terms of reference for an Investigating Officer (who is not involved
in the management of the services to the child concerned) and an Independent Person (who
cannot be an employee or an elected member of the authority) to the investigation. The
Independent Person is appointed to shadow the Investigating Officer. Under the
arrangement, the Independent Person accompanies the Investigating Officer throughout the
investigation and may see the child concerned alone if considered necessary;
316 </li>
317 <li>
317 Acknowledge receipt of the complaint within 10 days, and advise the complainant of how the
complaint is being dealt with, the timescales and the name of the Investigating Officer.
317 </li>
318 </ol>
319 <p>
319 The Customer Service 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.
319 </p>
320 <h3>
320 The Investigation
320 </h3>
321 <p>
321 Upon being appointed, the Investigating Officer will:
321 </p>
322 <ol style="list-style-type:lower-roman">
323 <li>
323 Arrange to meet with the complainant to discuss the details of the complaint. A written
statement of complaint and desired outcomes must be signed by the complainant;
323 </li>
324 <li>
324 Conduct an investigation, interviewing the complainant and staff as appropriate;
324 </li>
325 <li>
325 Produce a report making recommendations about action to be considered;
325 </li>
326 <li>
326 Send a copy of the report to the Customer Service 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 signed statement of complaint. If this timescale is
not possible, the Investigating Officer should consult with the Customer Service 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.
326 <br />
327 <br />
328 The Customer Service 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;
328 </li>
329 <li>
329 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.
329 </li>
330 </ol>
331 <h3>
331 Action Following Investigation
331 </h3>
332 <p>
332 Upon receiving the Investigating Officer's reports and the supplementary report provided by
the Independent Person, the Customer Service Manager will:
332 </p>
333 <ol style="list-style-type:lower-alpha">
334 <li>
334 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;
334 </li>
335 <li>
335 Ask the senior manager for their 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;
335 </li>
336 <li>
336 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;
336 </li>
337 <li>
337 Advise the complainant of the right to submit a request to the Customer Service Manager
within 20 working days that the complaint proceed to a Stage 3 Review Panel;
337 </li>
338 <li>
338 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.
338 </li>
339 </ol>
340 </div>
341 <div class="section1">
341 </div>
347 <div class="section">
347 <h2 id="stage_three">
347 8. Stage 3 - Review Panels
347 </h2>
348 <p>
348 If the complainant is not satisfied with the outcome of the complaint, they have 20 working
days to ask for the response to be reviewed by a Review Panel. The request should be made to
the Customer Service Manager and acknowledged in writing within 2 working days. The Customer
Service Manager will ensure a Review Panel is set up and meets within 30 working days of the
complainant's request being made.
348 </p>
349 <p>
349 The Review Panel must be made up of 3 independent people, who must not be:
349 </p>
350 <ol style="list-style-type:lower-roman">
351 <li>
351 Employees of the authority;
351 </li>
352 <li>
352 Elected members of the authority;
352 </li>
353 <li>
353 A spouse or partner of either of the above;
353 </li>
354 <li>
354 The independent person appointed to Stage 2.
354 </li>
355 </ol>
356 <p>
356 One member will be appointed as the Panel Chair, ideally within 10 working days of the
complainant's request for Stage 3. It is good practice that the Chair should not have been
employed or an elected member of the authority within the last 3 years.
356 </p>
357 <p>
357 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 his entitlement to be accompanied by another person and for this person
to speak on his behalf.
357 </p>
358 <p>
358 Those persons involved with the investigation at Stage 2 (e.g. the Investigating Officer,
and the Independent Person) should also be invited to attend.
358 </p>
359 <p>
359 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).
359 </p>
360 <p>
360 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 2 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.
360 </p>
361 <p>
361 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.
361 </p>
362 <p>
362 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 of receiving
the Review Panel's report, explaining the authority's decision and reasons.
362 </p>
363 <p>
363 In terms of the Complaints Procedure, there is no further action that the complainant can
take to progress a complaint.
363 </p>
364 <p>
364 Complainants should be advised of their right to make representations to the Local
Government and Social Care Ombudsman if they are still not satisfied.
364 </p>
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