Make a complaint

Staffordshire County Council provides a wide range of services for children, young people, and their families. We want everyone who uses these services to feel able to share their views, tell us if something is not right, and make a complaint if needed.

We are legally required to follow a Statutory Complaints Procedure for certain children’s social care services.

The Statutory Complaints Procedure

Stage 1 - Local resolution

At Stage 1, your complaint is looked at by the Team Manager responsible for the service.

Timescale:

• We aim to respond within 20 working days from the date your complaint is formally accepted.
• The aim is to resolve issues quickly and proportionately.

Stage 2 - Independent investigation

If you are unhappy with the Stage 1 response, you can request a Stage 2 investigation within 20 working days of receiving your Stage 1 outcome.

If a Stage 2 investigation is agreed:

• An Independent Investigating Officer (IO) will look into your complaint.
• An Independent Person (IP) will oversee the investigation to ensure fairness.
• The investigation begins once the points of complaint are agreed with you.

Timescale:

• Up to 65 working days.

Stage 3 – Review panel

If you remain dissatisfied after Stage 2, you can request a Stage 3 Review Panel within 20 working days of receiving the Stage 2 response.
If a panel is agreed:

• An Independent Chair and two Independent Panel Members will review whether the Stage 2 investigation was thorough and carried out correctly.

Complaints not covered by the Statutory Procedure

Some issues cannot be dealt with under the children’s statutory process. For example:

• The person complaining does not meet the criteria for “who may complain” and is not acting on behalf of someone who does.
• The matter does not relate to Staffordshire County Council or someone acting on our behalf.
• The same issue has already been considered through all stages of the process.
• Decisions about child protection plans.
• Staff disciplinary, grievance, court, tribunal, or criminal processes.
• Matters covered by Staffordshire Safeguarding Children Board procedures.
• Complaints about events more than 12 months old (unless there is good reason to consider them).

Each case is screened individually by the Complaints Team.

Who can make a complaint?

If a complaint is made on behalf of a child or young person, we will usually check that:

• They know about the complaint, and
• The complaint reflects their wishes or is in their best interests.

The council also has discretion to decide whether a representative is suitable and has enough interest in the child’s welfare.

You may be able to complain if you are:

• A child or young person who is looked after by Staffordshire County Council.
• A child in need.
• A parent or someone with parental responsibility.
• A local authority foster carer (including carers working with independent fostering agencies).
• A care leaver.
• A Special Guardian.
• A child, young person, or parent involved in a Special Guardianship Order.
• Someone applying for an assessment for Special Guardianship support (under Children Act 1989, Section 14F).
• A child or young person who may be adopted, or their parent, guardian, or prospective adopter.
• Someone receiving adoption support services.
• Any individual whom the council believes has sufficient interest in the child or young person’s welfare.