Provision of Independent Complaint Officers Framework

The Children Act 1989 requires Councils, which provide children’s services, to set up a three stage complaints process. Councils must make sure they administer the procedure properly and effectively, considering the extensive guidance available. The key elements of the Independent Complaints Officer Service are to provide: • an independent and objective view about the investigation of complaints. • highly sensitive investigations within the authority in relation to complaints under the Children Act made by children, young people and their families. • a provision of a comprehensive, open, transparent and fair consideration of the complaint by scope and defining limitations of the complaint to be investigated • Sensitive and thorough interviewing of the complainant; consideration of social work records and other relevant information; interviewing staff and other people relevant to the complaint; and analysing information. • Produce a high-quality report which is analytical, factual, evidence-based and addresses the statement of complaint. • Undertake investigation within the statutory timescales. • Attend Stage 3 review panels if appropriate • relevant opinions based on specialist skills, knowledge and awareness that they have in respect of the presenting complaint. • assurance that the young person is at the heart of every decision taken. • assurance that the investigation is conducted in accordance with ‘Getting the Best from Complaints’ Social Care Complaints and Representations for Children, Young People and Others. • Assurance that all participants are treated with respect throughout the process.