Children and families service complaints and representations procedure

We're committed to providing high-quality services, but sometimes things don't go as planned. When that happens, we'll take action to: 

• Accept responsibility 
• Explain what went wrong and why 
• Make the necessary changes to put things right 
• Keep you informed about what we're doing and when it will be completed 

Our response to a complaint may include a combination of remedies, such as an explanation and a sincere apology. Our aim is to restore things as closely as possible to how they would have been if the issue hadn't occurred. Remedies are always fair and proportionate to the situation and any impact caused. 

We'll consider your views and what outcome you're hoping for. We also take into account any delays or actions on your part that may have affected the situation. 

In some cases, a financial remedy may be offered, but this is usually symbolic rather than substantial. If you're seeking compensation from the outset, we may refer the matter to our Risk and Insurance Team or suggest you seek independent legal advice. Financial remedies are only considered when an investigation finds fault and there's been a clear loss or hardship. We follow national guidance from the Local Government and Social Care Ombudsman to ensure fairness and consistency. 

We also have a Corporate complaints and compliments policy to address serious service failures. While this policy aims to offer fair outcomes, it doesn't provide compensation like a court might. We'll always explain our decisions clearly and include them in our response to you.