How can a complaint be made. Should it be in writing?
3 minute read
A complaint can be made to the:
- Social worker
- Children’s services complaints officer, or
- Children’s services complaints department
A complaint does not have to be put in writing. It can be made verbally. Just telling the child’s social worker or their manager that you want to make a complaint is enough. Just be sure to include that the request is to treat these concerns as a ‘formal complaint’.
Even if making the complaint verbally, it is a good idea to write a note, or make a voice note, about the concerns. This can be a good way to get ready for putting things in the right way when talking with the social worker. Or to their manager.
But it is best to make a complaint in writing by letter or email. This helps to make sure there is an accurate record of the concerns raised.
These are some useful points to follow to prepare a clear written complaint:
- Title the complaint letter as a ‘Formal Complaint’. This will make it clear straightaway that the concerns raised should be treated as a formal complaint
- Put the details of the complaint into one clear, brief letter. If the letter is too long it may be hard for people to understand the concerns
- To help make the letter clear and brief it is a good idea to:
It is important to keep a copy of the complaint letter and email and any responses. It is a good idea to make notes (with dates of any meetings or phone-calls relevant to the complaint.
If a child or young person wishes to make a complaint, local councils are required to provide them with information about advocacy services and offer help to obtain an advocate