Representation and Complaints

The Complaints and Feedback service is available to everyone and is accessible through the authority’s website or by clicking: here.

For specific information relating to the children’s services complaints procedure please visit: Liverpool City Council website.

A representation or complaint may be made by:

1. Any child who is Looked After or who, although not Looked After, is a child in need;
2. A parent or person with Parental Responsibility;
3. A local authority Foster Carer;
4. Such other person as the authority consider has sufficient interest in a child’s welfare to warrant a complaint or representation being considered by them.

Where a complaint is made on behalf of a child, the Designated Complaints Manager should confirm where possible that the child is happy for this to happen and that the complaint submitted reflects his or her views.

Children must be informed about the Complaints Procedure in a variety of ways suitable to their needs and level of understanding. Copies of relevant leaflets should be provided, for example, the Children’s Guide which is given to children before or upon admission to a children’s home.

Where children or those acting on their behalf express a wish to make a complaint, they must be given any information or advice they require on how to use the Complaints Procedure. Such information will include an explanation of the role of an advocate and provide details of how an advocate may be appointed to assist with the complaint.

For procedures relating to the appointment of advocates and the Children’s Rights Service, see Advocacy, Independent Visitors and Independent Reviewing Officers Procedure.

Their options must be carefully explained including information and advice on alternative methods for resolving their dissatisfaction.

In these circumstances, where a child wishes to make a formal complaint, s/he should be referred to the relevant manager or to the Designated Complaints Manager.

See Appendix 1: If you are a Young Person and need help making a Complaint.

A complaint may arise as a result of many things relating to statutory children’s social care functions such as:

• An unwelcome or disputed decision;
• Concern about the quality or appropriateness of a service;
• Delay in decision making or provision of services;
• Delivery or non-delivery of services including complaints procedures;
• Quantity, frequency, change or cost of a service;
• Attitude or behaviour of staff;
• Application of eligibility and assessment criteria;
• The impact on a child of the application of a local authority policy; and
• Assessment, care management and review.

Liverpool City Council Complaints Procedure

Complaints and representations may be made orally or in writing, including by email or text.

All representations and complaints about services to children should be recorded by the manager of the team that receives the complaint and the Designated Complaints Manager must be notified.

Staff may not deal with complaints relating to their own practice and must pass such matters to their own manager.

The manager for each team or service has to keep a record of complaints. A record should be made even where a complaint is subsequently withdrawn.

If the matter cannot be resolved to the user’s satisfaction, s/he should be advised that they may make a formal complaint and given assistance to do so as necessary.

Within 10 working days and send a copy of the response to the Designated.

Registration of Complaint

Upon receiving a complaint, the Designated Complaints Manager will:

1. In some circumstances, contact the complainant direct to discuss whether it may be possible to mediate or negotiate a settlement;
2. Record the complaint. At this stage the Designated Complaints Manager will decide whether the complaint should be investigated under this procedure or whether it should be referred elsewhere, for example under staff disciplinary procedures;
3. Ensure that a copy of the complaint is sent to any staff member named in it and to that person’s line manager, unless to do so would prejudice the investigation of the complaint in which case the Complaints Manager should inform the appropriate manager of this decision;
4. Acknowledge receipt of the complaint within 7 days, and advise the complainant of how the complaint is being dealt with, the timescales and the name of the Investigating Officer.

If you are a young person and need help making a complaint, call the National Youth Advocacy Services on freephone 0800 616101.

You should have been informed that you can:

• Make a complaint online;
• Email your complaint to childrensservices.complaints@liverpool.gov.uk;
• Contact Liverpool Direct and register your complaint;
• Write to:
  
  Children’s Social Care Complaints Manager,
  Municipal Buildings,
  Dale Street,
  L2 2DH.

Liverpool City Council Complaints Procedure