Children and families service complaints and representations procedure
Appendix B - Children's Act 1989 customer feedback flowchart
The Children Act 1989 Representations Procedure (England) Regulations 2006 (opens new window)
Stage 1 - Local Resolution Complainant brings concerns to the attention of the person providing the services locally. The Local Authority should consider medication and conflict resolution at this stage and at all other stages. The Local Authority should make an initial attempt to resolve the matter within 20 working days (unless an extension is agreed) |
If not resolved - or if there is agreement for investigation.
Stage 2 - Investigation The Local Authority should provide an investigation that produces a report and adjudication within 25 working days (or within the extended period of 65 working days) An independent person will also be appointed to shadow the investigating officer. |
If not resolved.
| Complainant must request a stage 3 within 28 days of receiving the councils response. |
Stage 3 Panel Review A panel of 3 independent people should meet to consider the complaint and produce recommendations |
| Action | Time |
|---|---|
| Complainant requests a review panel | Up to 20 working days after receipt of the stage 2 adjudication |
| Complaints manager acknowledges request | Within 2 working days |
| Complaints manager appoints chair/confirms attendees | Within 10 working days of complainants request for review |
| Local Authority agrees with panelists a date for review | Within 30 working days of complainants request for a review |
| Local Authority circulates panel paper | Within 10 working days of the date for the review panel |
| Review panel produces its written report | Within 5 working days of the review panel |
| Relevant Director to issue response | Within 15 days of receiving the review panels report |
If not resolved.
Referral to Local Government Ombudsman (note that complainants can approach the Local Government Ombudsman at any stage) |