A compliment is an expression of satisfaction about the standard of service we provide. We are always glad to hear from people who are satisfied with the services we offer.
All compliments are recorded, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.
Before making a complaint
If you are contacting Children, Young People and Families for the first time, please give us the opportunity to sort out the issue. We hope to resolve most complaints this way, as it lets us put things right quickly so that you receive the service you deserve. To find more information and support available, please click here.
Complaints about children's social care are dealt with under the Children's Statutory Complaints Policy and Procedure which complies with the Children Act 1989 Representation Procedure (England) Regulations 2006. Further information can be found here – Getting the Best from Complaints.
If your complaint falls outside the statutory complaint procedure, such as Special Educational Needs and Disabilities (SEND), Educational Health and Care Plans (EHCP), Early Help, or School Transport complaints, it will be processed under the Council's Complaints Procedure.
You will be informed of the procedure under which your complaint has been logged as part of your acknowledgement.
Children's social care complaints procedure
Children's social care compliments, complaints and feedback procedure
Who can make a complaint
A complaint can be made by the following people:
- any child or young person (or a parent of his or someone who has parental responsibility for him) who is being looked after by the local authority or is not looked after by them but is in need
- any local authority foster carer (including those caring for children placed through independent fostering agencies)
- children leaving care
- special guardians
- a child or young person (or parent of) to whom a Special Guardian order is in force
- any person who has applied for an assessment under section 14F(3) or (4)
- any child or young person who may be adopted, their parents and guardians
- persons wishing to adopt a child
- any other person whom arrangements for the provision of adoption services extend
- adopted persons, their parents, natural parents and former guardians; an
- such other person as the Department consider has sufficient interest in the child or young person's welfare to warrant their representations being considered by them
Reasons why we will not investigate under the complaint’s procedure
There are some occasions when a complaint is not dealt with under this policy. This includes if you are complaining later than 12 months from the time of the incident unless extenuating circumstances apply or when there is a separate appeal or review procedure. This may be an internal council procedure or external legal process through the courts. If this is the case, we will explain this when you first contact us. We will tell you what to do next.
Stage 1 - Problem-solving and attempt to resolve issues
We will give your complaint to a manager to look into. Most problems can be dealt with quickly and informally at this stage, which is better for everyone. Statutory guidelines say we have to deal with your complaint within 10 working days.
If the case is more complex an extra 10 working days is allowed, to permit a more complete response.
If you are not happy with the outcome of your complaint, you can ask to go to the next stage.
Stage 2 - Formal enquiries and independent investigation
At this point an Investigating Officer is chosen, who does not work in the part of the Children Services you are complaining about.
They are helped by an Independent Person to make sure the investigation is fair and thorough. They have no direct links with the team or individual being complained about, they may want to meet with you in person to check they understand what your complaint is.
Statutory guidelines say Stage 2 investigations are to be completed in 25 working days, but this timescale can extend to a maximum of 65 working days and if this happens, we will keep you informed.
Stage 3 - Independent review panel considers complaint
This will be held within 30 working days of receiving the request and will consider the reasons for your continued dissatisfaction.
The Independent Review Panel is made up of 3 people who do not work for the Children Services
Following the review, the panel will make recommendations to the Council within 5 working days in their report. This will also be shared with you. The Assistant Executive Director will write back within 15 working days with the Local Authorities response to the recommendations and what actions will be taken if required.
Local Government and Social Care Ombudsman
If, after your complaint has been investigated at Stage 3 of the statutory procedure, you remain unhappy you have the right to refer your complaint to the Local Government and Social Care Ombudsman
Postal Address:
Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH
Telephone: 0300 061 0614
Local Government and social care ombudsman website
Help to make a complaint
You can ask a family member or a friend to make a complaint on your behalf. We’ll need your permission for us to deal with another person before we accept your complaint.
Please tell us if you need any other support to make a complaint. We can tell you about the advocacy services provided locally to help you to have your say.
Policy for Managing Unreasonable Actions by Complainants
Some customers act in ways we consider unreasonable when trying to resolve their complaints.
We take all complaints seriously and aim to resolve them fairly. Usually, we can work with complainants to reach a solution that works for both sides. However, if communication becomes difficult, we may need to take appropriate steps.
The Local Government and Social Care Ombudsman defines unreasonable actions as:
Unreasonable actions are those which, because of the nature or frequency of contact with an organisation, hinder the organisation’s delivery of services or consideration of complaints.
We have a specific policy to address these situations and outline our approach, which can be found here.
Submit a compliment, complaint or provide feedback
Submit your compliment, complaint or provide feedback online via the link below. If you have supporting documents, you can upload them at the bottom of the form.
Start here
Alternatively, you can write to;
Customer Liaison Team
Knowsley Council
Nutgrove Villa
Westmorland Road
L36 6GA
Telephone us on 0151 443 3231
Email us HYSchildrenscomplaints@knowsley.gov.uk
