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.

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.

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.