Complaints involving social services can be complicated, messy and upsetting. Often there are two sides to every story and there are vulnerable people who are suffering because something has gone wrong.
Making a complaint about social services depends if the issue is to do with families and children or adult social care.
For the families and children service, there is a four stage complaints process.
Stage one is a complaint made via the online complaints portal. If you are unsatisfied with that response, you need to explain why and it will be escalated to a stage two complaint where an independent officer will review your case and the Head of the service will write to you with a copy of their report and findings. Should you remain unsatisfied, you can ask for a panel review where independent people, not employed by the Council will hear your case and inform you of their decision within 5 working days. The final stage, if your complaint remains unresolved, is to appeal to the Local Government Ombudsman (LGO). To start the complaints process, visit https://www.sutton.gov.uk/info/200436/customer_services/1058/feedback_complaints_and_compliments/5.
For adult social care, there is only a two-stage process. You lodge a complaint with the Council as per the families and children service, but if you remain unsatisfied once this is concluded, you can appeal straight to the Local Government Ombudsman (LGO). To start the complaints process, visit https://www.sutton.gov.uk/info/200436/customer_services/1058/feedback_complaints_and_compliments/4.
Depending on the severity of the situation, you may want to seek a legal remedy by visiting a solicitor.