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Children's Statutory Complaints

If you've received a good service from one of our officers or if you think we could have done things better, we want to hear from you. You can share your views in any way, with any officer. All our officers are aware of the complaints process and can pass details of your complaint to the appropriate person.

You can submit positive feedback, a comment (such as a suggestion or general feedback) or make a complaint by completing our online form.

Submit a customer feedback or complaints form

Alternatively, you can email foiandcomplaints@stockton.gov.uk or telephone on 01642 527521 between 9am to 4pm, Monday to Friday. You can also write to us at: Information Governance Team, Corporate Services, Stockton-on-Tees Borough Council, Dunedin House, Columbia Drive, Thornaby, Stockton-on-Tees, TS17 6BJ.

Our aim is to make the complaints process simple, fair, and accessible. We welcome feedback because it helps us improve the quality of care and support we provide. We will make reasonable adjustments for those who may need to access the complaints process.

Our approach

Let us know about your experience with the children's services and we will work with you to determine the best way to resolve this. If another organisation is involved, such as the National Health Service, and you give your consent, we will work together with them to resolve your complaint. Our approach is in line with The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. Complaints not covered by these regulations will be addressed within the council's Corporate Complaints Process, more information about that process can be found on our Customer feedback and complaints page.

Complaints about a service commissioned by the council

Complaints about a service arranged by us (for instance, a children's home or family time support service) should be raised with the service provider in the first instance. If the issue cannot be easily resolved, the council can consider the complaint and will investigate it if it is appropriate. 

Complaints about schools

Complaints about schools and school staff must be made to the school directly using their own complaints procedure. Please speak to the head teacher or school office for more information in the first instance.

Other investigations

If the matters you are complaining about are currently being investigated by another process including care or private court proceedings, a tribunal, disciplinary proceedings or criminal proceedings, we will tell you if we are unable to accept your complaint while those are ongoing.

Expectations of complaint's behaviour

The council appreciates that complaints are sensitive in nature and that you will feel passionate about your concerns and will want to share this with the council. Our officers should always treat you with respect as an individual, listen to your concerns and provide you with the information as necessary. 

We expect you to also always behave in a respectful manner through the process. This involves not using unacceptable language, derogatory terms, being personal in nature or threatening, either verbally or in correspondence. If you decide not to behave in a respectful manner, the council will take appropriate action to support and protect its employees. The council has considered the guidance and good practice advice provided by the Local Government and Social Care Ombudsman in dealing with these matters. 

We can assure you that making a complaint will:

  • not affect the service you receive
  • not mean you will be labelled a troublemaker
  • not mean you will be singled out or mistreated

If you are afraid that any of these things may happen to you and would like to talk to someone confidentially, then please contact the Information Governance Team. 

Who can complain

You can use the children's statutory complaints process if you are:

  • a child or young person (or a parent of theirs or someone who has parental responsibility for them) who is being looked after by the local authority or is not looked after by them but is a child in need
  • a local authority foster carer (including those caring for children placed through independent fostering agencies)
  • a young person leaving care
  • a Special Guardian or someone who has applied to be assessed as a Special Guardian
  • a child or young person (or their parent) for whom a Special Guardian order is in force
  • a child or young person who is adopted, their parents and guardians, natural parents or former guardian
  • someone wishing to adopt a child
  • any other person to whom arrangements for the provision of adoption services extend

If you are none of the above but the local authority considers you have sufficient interest in the child or young person's welfare we may consider accepting your complaint. We may however be limited in the information we are able to share with you. 

Time limit for raising a complaint

You should make your complaint within 12 months of the incident about which you want to complain. We can in some instances consider your complaint if the incident occurred more than 12 months ago. We will inform you upon receipt of your complaint. 

The process

We will record and acknowledge your complaint. We will try to resolve it as quickly as possible and stay in regular contact with you to keep you up to date about its progress. 

We will pass your concerns to the relevant head of service, so they are aware of concerns raised about their services. 

We may need to talk to you to make sure we really understand the issues you have raised, how they have affected you and what you want to happen to resolve the issues.

Responding to complaints

Your complaint will be sent to the appropriate officer to look into the issue you have raised. Your complaint will only be shown to those people that need to know about it in order that we can resolved the problem. 

The Investigating Officer will review records, speak with staff and gather all necessary information. They may contact you to clarify details or discuss progress. You will receive a written response that explains our findings, decisions, and any actions we will take as a result of your complaint. 

We keep all complaint information confidential and only share it where necessary to investigate or resolve your concerns. 

Complaint stages

We will record and acknowledge your complaint. We will try to resolve it as quickly as possible and stay in regular contact with you to keep you up to date about its progress.

Stage 1: Local resolution, attempt to resolve issues

This is our opportunity for the service being complained about to try and resolve your complaint. Our aim is to respond to you within 10 working days of receipt of your complaint, but in the case of more complex complaints an extra 10 working days is allowed in order to permit a more complete response. You will receive a written response to your complaint.

If complaint is not resolved, you can request consideration at Stage 2.

Stage 2: Formal enquiries, independent investigation

Stage 2 requires the appointment of an Investigating Officer who is not involved in the matters being complained about, and an Independent Person who is not employed by the council. Our aim is to respond within 25 working days of a statement of complaint being agreed. This can be extended to a maximum of 65 working days and where this happens, we will keep you informed. Both the Investigating Officer and the Independent Person will write a report which will be shared with the council who will appoint an Adjudicating Officer. The Adjudicating Officer will write to you explaining what action they intend to take as a result of the Stage 2 findings. 

If complaint is not resolved, you can request consideration at Stage 3.

Stage 3: Review panel considers complaint

We will aim to hold a review panel within 30 working days of receiving your request. An Independent Chair and two Independent Panel Member will consider the reasons for your continued dissatisfaction. You will be given opportunity to attend the panel to share your views. The Chair will provide you with a report on the panel's findings and the council will write to you after receiving the Chairs report setting out what actions they intend to take.

Learning from complaints

The council uses the data and learning from complaints to drive service improvements, update procedures, and provide feedback to staff so that issues do not happen again. 

Support to make your complaint

If you want to share your views with the council about a service we provide, but need some support to do this, you can ask someone to act as your advocate. An advocate is someone who can support you to express your views and wishes and can help you to raise a concern or make a complaint. They can contact the council on your behalf if you agree to them doing so. The council will only discuss your concerns with an advocate after you have given your consent for us to do so. 

An advocate's role is to listen to your views and concerns and help you to explore your options. They can provide information to help you make an informed decision, accompany you to meetings and contact us on your behalf. An advocate should not give their opinion, try to make decisions for you or make judgements about you. 

Professional advocacy services can be accessed through some organisations and charities. Friends, family and carers can also act as an advocate. Below are the details of some advocacy services that are available:

The role of the Local Government and Social Care Ombudsman

Should you be unhappy with the way the council has dealt with your complaint you can contact the Local Government and Social Care Ombudsman. The Local Government and Social Care Ombudsman look at individual complaints about councils and some other organisations providing local public services. It also investigates complaints about all adult social care providers (including care homes and home care agencies) for people who self-fund their care. There are some limits on what the Ombudsman can look at. For example, the Ombudsman may not consider your complaint if they believe you have not been significantly personally affected by the issue you are raising, or if you have a right of appeal to a court or tribunal. They do expect your complaint to have exhausted the council's complaints process before you raise the matter with them. 

The contact details for the Ombudsman are on the Local Government and Social Care Ombudsman website or you can telephone 0300 061 061.

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