Feedback and complaints about Children's Services
If you experience a problem with Children’s Services, we are keen to resolve it.
When we make mistakes, we will acknowledge them, apologise, and take steps to put things right. We will use complaints as an opportunity for us to strengthen and improve our services.
We will review your complaint under either the statutory or non-statutory process.
To help you understand the difference, we’ve outlined examples of each below:
- complaints about SEND, school places, school transport, and child protection are usually looked at through our main complaints process (non-statutory)
- complaints about children in need, children we care for, and post adoption support are usually looked at through the statutory process.
When you submit a complaint we will need to know:
- if the issues happened within the last 12 months
- if you have parental responsibility for the child concerned
- if there is any ongoing action about the same issues e.g. a court case or appeal.
This information will help us decide how we will handle your complaint.
Please note: if you are complaining on behalf of an older child or another adult, you will need to provide written consent from them.