If you are dissatisfied with the service you have received from social services then you can make a complaint using your local authority’s social services complaints procedure. Every local authority is required by law to have a complaints procedure. You can also make a complaint on behalf of another individual (such as your child) provided the local authority agrees that you are a suitable representative.

When to make a complaint

You should make a complaint as soon as you can after the event you are complaining about has happened. The usual time limit for making a complaint is within 12 months from when the event happened or 12 months from when you first became aware of the event. (The time limits will only be extended if it was unreasonable to expect you to complain in time.)

How to make a complaint

1. If you feel comfortable doing so, speak to the member of staff who is providing the service you wish to complain about.
2. If you are not able to resolve your complaint with a member of staff from social services, request a copy of the complaints procedure from the social services department.
3. Complete the complaints form (online or by hand) and return it to the complaints manager within social services.
4. Ideally the complaint will be resolved by the complaints manager. An independent conciliator or mediator may be brought in by the complaints manager to help resolve the complaint.
5. If you are unhappy with the complaint manager’s decision you cannot appeal. You can, however, refer the matter to the Local Government Ombudsman who will investigate. For further information about the Local Government Ombudsman scheme visit www.lgo.org.uk.
6. If you are dissatisfied with the Local Government Ombudsman’s decision then you might be able to seek a judicial review of the decision (this is where a court reviews the decision).

Getting help to make a complaint

Making a complaint may feel like a complicated process particularly if you are feeling emotionally drained and stressed. You can ask a CROP parent support worker or volunteer befriender to assist you with the forms and other documentation you might need to make a complaint. Alternatively, you might find it beneficial to ask for the support of an independent advocate. To locate an independent advocate in your area visit: www.actionforadvocacy.org.uk.

Legal action

You might prefer to take legal action about your complaint. If this is the case then consult a solicitor for further advice about the options available to you.