Children's Social Care complaints
We try to provide a good service to everyone, but things can go wrong. If this happens, we want to know about it so we can put things right.
If you have already contacted us about the problem and you are not happy with the way it was handled, you can make a formal complaint.
We know that some customers and residents use Artificial Intelligence (AI) tools to help write complaints.
While AI can be useful, it may sometimes include information that is inaccurate, unclear, or unsupported. This can make it harder for us to understand your complaint and may delay our response.
To help us deal with your complaint as quickly and fairly as possible, please check and confirm any information generated by AI before you submit it.
Make a formal complaint
Stage 1
We will acknowledge your complaint in two working days and aim to provide a full Stage 1 response within 20 working days.
Stage 2
If you are unhappy with the Stage 1 response, you can request a Stage 2 investigation. This is carried out by two individuals:
- an external investigating officer
- an independent person
At the end of their investigation, they submit their report(s) to the Children’s Services Divisional Director for a Stage 2 adjudication. The Divisional Director either upholds the complaint or dismisses it.
Stage 3
If you are unhappy with the Stage 2 adjudication, you can request a Stage 3 review panel hearing. The review panel includes an external Chair and two external Lay Members.
They will invite you and the relevant council officer(s) (usually online) as part of the panel hearing. They then submit a report to the Children’s Corporate Director, who will send you a Stage 3 adjudication.
The Stage 3 Review Panel rarely carry out a new investigation into the complaint.
Complaining as a child in care or care leaver
As a child in care or care leaver we know you may face some challenges with the services you receive. You are entitled to speak to an independent advocate for advice and support if you wish. This includes help with making a complaint about the service.
In Tower Hamlets, this service is provided by Coram Voice. You can self-refer by contacting them
Tel: 0808 800 5792
Email: help@coramvoice.org.uk
You can also ask your social worker or personal adviser to make a referral for you.