Children and families service complaints and representations procedure

We take your privacy and the handling of your personal information seriously. When you make a complaint about children's social care, we keep a secure record of:

• the details of your complaint
• the outcome
• any actions taken
• whether we met the required timescales

All complaints are managed in line with the The Children Act 1989 Representations Procedure (England) Regulations 2006 (opens new window), and we follow statutory guidance issued by the Department for Education and the Local Government and Social Care Ombudsman. 

We comply with the UK's data protection legislation (opens new window) and the Freedom of Information Act 2000 (opens new window).

This means: 

• personal information shared as part of a complaint is only used for that purpose
• information is stored securely and only accessed by those involved in handling the complaint
• records are retained and disposed of in line with national guidance from the public. 

Record office and local authority policies

If your complaint involves sensitive information or relates to another organisation, we will ensure that any sharing of data is done lawfully, with your consent where required, and with full consideration of confidentiality and safeguarding responsibilities.