Complaints and feedback
Making a complaint during the coronavirus outbreak
Before making a complaint, please visit the relevant section of this website to view the most recent service update. You can also visit our coronavirus advice and information section.
If you have a concern about a vulnerable child or adult please contact Careline.
Make a complaint about children's social care services
An effective complaints and representations procedure ensures that children’s voices are heard and services improve as a result.
- Read the social care complaints and representations for Children and Young People procedure in full.
This process is for children's social care complaints only.
- If your complaint is about a school, you must follow the school complaints procedure.
- If your complaint is about educational matters such as SEND, school admissions or children's centres you must follow the council's complaints procedure.
How to complain
You can make a complaint using the following options:
Contact our call centre to register your complaint, email your complaint to email@example.com or write to Children’s Services Complaints Investigation Officer, Liverpool City Council, Cunard Building, Water St, L3 1QX.
If you are a young person who needs help making a complaint, please call our advocacy co-ordinator on 0151 225 3565.
What happens next?
If you have a complaint about children’s social care services, we will try to address your concerns as soon as possible. There are three stages to our complaints process.
Stage 1 – Local resolution
We expect to resolve the majority of our complaints at this point. A complaints officer will work with the team manager of the service to provide a response. This should be completed in 10 working days. This can be extended for a further 10 days if the complaint is complex.
If a response is not completed within timescales, or you feel that your complaint has not been resolved at stage 1, you can request that your complaint is considered at stage 2.
Stage 2 – Investigation
An investigating officer will work alongside an independent person to investigate your complaint. They will discuss your complaint with you and the outcomes you would like to see. They will then meet with staff involved in your case and view the relevant documents. The investigating officer will write a report including details of their findings, whether they are upheld or not upheld, and recommendations on how to put things right.
The investigation should be completed within 25 working days. This may be extended to a maximum of 65 days.
Stage 3 – Review panel
If you are not satisfied with how we have handled your complaint at the end of stage 2, you can request that it is considered by a review panel. This involves three independent people meeting with you, the investigating officers and a senior manager. The panel will review the complaints process and make recommendations.
If you are still unhappy after stage 3, you can take your complaint to the Local Government Ombudsman.