Complaints - Children's - Warwickshire Web

Social Care Complaints from Children and Young People -
Your Right to Complain

When there's a problem

Things do go wrong in any organisation, and we need you to tell us how you feel about the services you receive.

There may be things that you are not happy with and feel that you want to make a complaint. Some things can be sorted out by speaking to your Social Worker, who is there to listen to you. But when things don't get sorted out, you have the right to make a complaint.

But what can I complain about?

If you are unhappy about the way you are treated and cared for or the service you get from Social Care.

For instance:

how you are treated by carers or social workers
you don't feel anyone listens to you
decisions about you are made by others and don't include you
you are not allowed to attend your review
the people you live with don't care about you
other people are told information about you which they don't need to know
and others

If you can't sort out the problem by talking things over - then you need to get someone else involved. This is where the Customer Relations Team can help.

How do I make a complaint?

You can phone the Customer Relations Officers in the Customer Relations Team.

You can also talk to a Children's Rights Officer, who will help you to make your complaint.

Contact the Customer Relations Team.

Contact the Children's Rights Officer

What happens next?

The Customer Relations Officer will contact you, and arrange with you how your complaint will be looked into.

You can choose an advocate - someone to help you get your complaint heard. If you need help to arrange this please contact the Children's Rights Officer or someone else. You can choose.

You will get a response regarding your complaint, and what Social Care service (previously Social Services) will do about it within 10 working days. This will be from the team/unit manager. This is Stage One.

If you are not happy with the manager's response at Stage One, tell the Customer Relations Team. We will make sure your concerns are investigated by an Investigating Officer and an Independent Person, and we will aim to send you a copy of the report within 25 working days. This is Stage Two.

What if things still aren't right?

You can ask for a Review Panel, when three people will look into the whole situation all over again.

You get to meet the panel members, and to tell them your point of view.

The Panel is three Independent People, who do not work with Social Care.

The Review Panel can make recommendations to the Director of Children, Young People & Families about your complaint.

Welcome to Warwickshire County Council

Search Site