If you have an urgent safeguarding concern please contact Children’s Social Care on 0345 045 5203 or by using the online child protection form immediately.
Overview
This page outlines the Children’s Statutory Complaint policy, the steps taken when a complaint is made, and response times.
The policy ensures that complaints are handled in a timely, fair, and transparent manner, in accordance with the Children Act 1989 Representations Procedure (England) Regulations 2006 and the government guidance Getting the Best from Complaints.
We strive to deliver high-quality service and appreciate your feedback regarding children's social care.
We want to remove barriers for our customers when making contact with the Council, including if you are disabled, neurodivergent, or have a physical or mental health condition. To help, reasonable adjustments can be asked for at any time and requests are considered on a case-by-case basis. View our full reasonable adjustments for customers policy.
SEND and EHCP feedback
This policy does not apply to complaints relating to Special Education and Disability Needs (SEND) and Education, Health, and Care Plans (EHCP). For these complaints, or to give Children's Social Care suggestions or positive feedback, please visit our provide feedback page.
Who can complain?
Complaints can be made by:
- children and young people who are looked after or in need, their parents or carers, foster carers (including those working with independent agencies);
- children leaving care;
- special guardians, individuals subject to special guardianship orders, those seeking assessments under relevant legislation;
- children who may be adopted and their families, prospective adopters, individuals receiving adoption services, adopted persons and their families;
- and any other person deemed by the Local Authority to have sufficient interest in the child’s welfare.
What can be complained about?
Complaints may relate to a variety of issues including:
- decisions made by the Local Authority that are unwelcome or disputed;
- concerns about the quality or suitability of services provided;
- delays in decision-making or service delivery;
- failure to deliver services;
- changes in service provision;
- the application of eligibility criteria;
- and the impact of Local Authority policies on children and young people
Additionally, complaints may concern adoption-related functions and support services for special guardianship.
Exemptions to the policy
This policy does not apply where:
- the complainant does not meet the eligibility criteria or is not acting on behalf of an eligible individual;
- where the complaint does not relate to the actions or decisions of the Local Authority or its representatives;
- where the same complaint has already been fully addressed through all three stages of the procedure;
- where the complainant is a current or former employee raising employment-related concerns;
- or where a professional is complaining about services received in their professional capacity;
- where it is a process listed under exclusions in Appendix A, page 12, of the Cambridgeshire County Council Customer Feedback Policy (non-statutory complaints) (opens as a PDF);
- the complaint relates to Special Education and Disability Needs (SEND) and Education, Health, and Care Plans (EHCP). For these, please visit our provide feedback page.
Full policy document
View Children’s Statutory Complaint policy (opens as PDF) for the full policy information.
How to submit a complaint
Online
Complete our online form.
By telephone or in-person
If you have the contact details for a named officer or team, they can help you to provide feedback if you need assistance. Alternatively, you can contact the Customer Services Team on 0345 045 5200.
If you would like to do this in person, you can be supported to provide feedback at Awdry House, Wisbech or New Shire Hall, Alconbury Weald. Staff at our libraries can also support you in completing the online form.
By post
In writing to Cambridgeshire County Council, Children’s Statutory Customer Feedback (SCO2316), PO Box 761, Huntingdon, PE29 9QR.
Complaint handling process
Complaints covered by this policy are overseen by the Children’s Complaints and Feedback Team within the Quality Assurance and Performance Improvement Service in Children’s, Education and Families Directorate. The Children’s Complaints Manager fulfils the statutory role of Designated Complaints Officer (DCO).
The statutory process has three key stages. Please find information below with response times.
Stage 1: Local Resolution
We aim to resolve complaints within 10 working days. If the complaint is complex or if an advocate is required, this period may be extended to 20 working days. The complaint is handled by the service directly involved, and efforts are made to resolve the issue locally.
Stage 2: Investigation
If the complaint cannot be resolved at Stage 1, or if both the complainant and the Complaints Manager agree that Stage 1 is not appropriate, the complaint proceeds to Stage 2. This involves a formal investigation conducted by an Investigating Officer (IO) and an Independent Person (IP). The investigation should be completed within 25 working days, although this may be extended to a maximum of 65 working days if necessary. The IO and IP produce reports, and a senior manager judges the findings.
Stage 3: Review panel
If the complainant remains dissatisfied after Stage 2, they may request a Review panel within 20 working days. The panel, consisting of three independent individuals, must meet within 30 working days of the request. The panel issues its recommendations within five working days, and the Local Authority responds within 15 working days.
Time limit
Complaints should be made within one year of the issue arising. However, the Local Authority may consider complaints made after this period if there are valid reasons, such as vulnerability or lack of awareness. Each case will be assessed individually, and the benefit of doubt will generally be given to the complainant.
Complaint handling concerns
You can refer any concerns about how the complaint has been handled to the Local Government and Social Care Ombudsman (LGSCO) at any stage of the complaints process. The LGSCO looks at whether public bodies have followed the right steps when taking action or reaching a decision – this is not to be used for appeals.
Can I submit a complaint anonymously?
Whilst we accept anonymous complaints and will ensure these are passed to the relevant service to consider, we will be unable to provide a response unless a contact email or postal address is provided.
Whistleblowing
The Council’s Whistleblowing Policy can be used by anyone with a concern about potential wrongdoing to bring that issue to the Council’s attention with confidence that they will be listened to. Raising concerns or speaking up about wrongdoing is known as whistleblowing. If you wish to raise a specific whistleblowing issue, or if you are not sure what is the best route for reporting your concerns, you can email the dedicated whistleblowing email address: whistleblowing@cambridgeshire.gov.uk.
Confidentiality in the process
We will maintain the confidentiality of all personal information and only disclose it to other relevant parties with your permission or if we are otherwise legally obliged to do so. However, if we are informed of anything that makes us think that an individual is unsafe or at risk of being harmed, we will pass this on to the appropriate authority or service for action. Having your personal details helps us work with you in the best way through our feedback processes, however if you wish to make the complaint anonymously, please discuss this with the Children’s Complaints and Feedback Team. If you are raising an issue on behalf of someone else, we reserve the right to inform that person that you have contacted us.
Unreasonable behaviour
Most complaints we resolve through the procedures outlined above. Occasionally, customers may pursue complaints in ways which are unhelpful. Our customer handling policy describes how we may deal with customers where the customer is unreasonably persistent or otherwise acts unreasonably.
