Children's services complaints & compliments

Children's services complaints & compliments

Here you will find advice about how to make a complaint or compliment about Northumberland children’s services and where to get support.

Adults making a complaint about children's services

There are two ways to make either a complaint or compliment about Northumberland’s children’s services, either as an adult or a child or young person.

If you have a complaint about children’s social services, we will use the statutory complaints procedure to deal with it.
 

Informal complaints
You can either discuss the complaint with the member of children’s services with who you have had most contact, or you can contact the children’s complaint officer directly.
Formal complaints
If you are dissatisfied with the response you have received, you can ask for an investigation by telephone or in writing to the children’s complaint officer.
 
Review panel
If you remain unhappy with the response, you can ask for your complaint to be reviewed by an independent panel.
Local government ombudsman
Once the former three stages have been exhausted and you remain dissatisfied with the council’s response, you can take your complaint to the local government ombudsman, who can give you advice and help with your complaint.

Contact details:

Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH

Telephone: 0300 061 0614

Children & young people making a complaint about children's services

There are two ways to make either a complaint or compliment about Northumberland’s children’s services, either as an adult, or a child, or young person.

We attempt to solve any problems and deal with concerns as quickly and efficiently as possible. Most will be solved by your carer, link worker or social worker. If they cannot do this, or if you want someone else to deal with it, please follow our advice below.

Alternatively, you can read the children’s services complaints procedure for detailed guidance.

The MOMO app is also available for children and young people to reference. 
 

Informal complaints
We will ask a manager to look into the complaint and discuss this with you. We will try to agree a way to solve it and will write to you, outlining what we have agreed to do.
Formal complaints
Where formal complaints are received, we ask for independent people (those who do not work for children’s services) to help us solve the complaint. A senior manager will then send you a copy of the independent report and a letter informing you how we will resolve your complaint. We can also meet with you and your advocate to explain this in more detail, if preferred.
Review panel
If you are still unhappy with the results of your complaints, you can escalate this to a review panel. Three independent people, who have not dealt with the complaint previously, will meet you, alongside the independent people from the formal complaint and someone from children’s services. They will ask questions to discover what we have done to sort your problem out previously.

After the meeting, the panel will write a report to say what they think children's services needs to do to sort out the complaint.
Local government ombudsman
Once the former three stages have been exhausted and you remain dissatisfied with the council’s response, you can take your complaint to the local government ombudsman, who can give you advice and help with your complaint.

Contact details:

Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH

Telephone: 0300 061 0614

Children's complaints - contact details

Contact details for the complaints officer.

You can contact the complaints officer by writing to:

Children's Complaints Officer
Children’s Services
Freepost NEA15580
Morpeth
Northumberland
NE61 1BR

E-mail: client.relations@northumberland.gov.uk
Telephone: 0800 373 615
Text: 07766 631 901