What does the law say?

Did you know you have a right to make a complaint if you are unhappy about something to do with your care or a service you receive? You have a right to be treated fairly and if you don’t think this is happening then it’s really important you tell people. Only then can things be changed.

In the Children Act 1989 and Adoption and Children Act 2002 it says that there should be a clear and simple way for young people to make a complaint. It says that you should be offered an advocate to support you in making the complaint.

Some people may be worried that if they make a complaint it might make their situation worse. A complaint isn’t made to get someone into trouble – a complaint is made to make sure you are listened to and hopefully make your situation and the situation of other looked after children better.

What do people complain about?

Here are just some of the reasons people might make a complaint:

• if you’re unhappy about a placement move

• if you don’t feel your social worker is listening to you

• if your care plan says one thing and you want something else

• If you’re not happy with your contact arrangements

• If you have requested access to your files but it has taken a long time to get them

It’s your right to complain about things that you are not happy about.

How do I make a complaint?

Hopefully you will be meeting regularly with your social worker and will be able to discuss any problems you have with them.

If you don’t feel the problem is being sorted out and you are still unhappy then there are three stages to a complaint. It might be a really good to get an advocate to help you through this process and be on your side through the whole thing.

Stage 1

Write a letter to the complaints team who will try to sort the problem out within 10 working days. An advocate can help you do this.

Stage 2

If you are not happy with the answer you get then you can write back to the complaints team explaining why. They will then get someone who is independent to look into the complaint. You should get an answer within 25 working days.

Stage 3

If you are still unhappy then an independent review panel will look into this further and hope to get back to you within 30 days.

If you want to make a complaint call the complaints team on free phone 0500 291229 or talk to an advocate to help you with this.