Make a Complaint about Children's Social Care

We want to hear from you

We are here to listen and help with any problems you have with our children’s social care services.

You might want to contact us to:

  • make a complaint about children’s social care services, or a member of our staff
  • make any suggestions or comments about children’s social care services in general
  • tell us how we could do things better.

Firstly, if you have a problem

We want to try to fix any problems by talking to you and discussing what issues you have. So if you have a complaint we’d like you to get in touch with us first. You can phone, write or come in to see us.  This way we can solve any issues quickly and easily.

How do I make a complaint?

If we cannot sort out your problem to your satisfaction, you can make a complaint in person, by phone, letter, fax, email or by using our complaints form.

Submit an online complaint form here

What happens when I make a complaint?

We deal with most complaints under the statutory social care complaints procedure. The law tells us how we must deal with these complaints. There are three stages to the complaint procedure.   Sometimes we deal with complaints under the city council’s
complaint procedure.

We will tell you which procedure we will use to deal with your complaint and why.

The statutory social care complaints procedure

Stage 1

  • When you make a complaint, we will write to you within three working days to say which manager will sort out your complaint.
  • The manager will try to sort out your complaint and give you a written response within 10 working days.
  • If the manager is unable to sort out your complaint within 10 working days they will contact you to arrange more time, up to 20 working days.

Stage 2

  • If you are not happy with the manager’s response to your complaint, you can ask for an investigation under stage 2 of the complaints procedure.
  • If you want your complaint investigated at stage 2, you must inform the Complaints and Customer Relations Team within 20 working days of getting the manager’s response.
  • You can ask the Complaints and Customer Relations Team for an information sheet which tells you more about stage 2 of the complaints procedure.

Stage 3

  • If you do not agree with the findings and recommendations of the stage 2 investigation into your complaint, you can ask for the review panel to consider your complaint.
  • You can ask the Complaints and Customer Relations Team for an information sheet to tell you more about the review panel at stage 3.

Other people you can talk to

Advocates are people who can offer independent advice and support to young people who want their wishes and feelings heard.

National Youth Advocacy Service (NYAS)
Phone: 0300 330 3131
Web: www.nyas.net

Childline
Phone: 0800 11 11
Web: www.childline.org.uk

Local Government Ombudsman and Ofsted

You can also contact the Local Government Ombudsman and Ofsted about your concerns and complaints.

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Phone: 0300 061 0614
E-mail: advice@lgo.org.uk

Ofsted North
Piccadilly Gate
Store Street
Manchester
M1 2WD
Phone: 0300 123 1231
E-mail: enquiries@ofsted.gov.uk

 

Did you know?

You can read our annual complaints report here [insert pdf].

 

Need more information?

Contact us by telephone:  0191 277 7427

Contact us by email: complaintspeople@newcastle.gov.uk

Contact us in writing:
Complaints and Customer Relations Team
Children’s Services Directorate
Freepost RSXR–YGCJ–KKHK
Newcastle City Council
Civic Centre
Newcastle upon Tyne
NE1 8QH

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