1. Training for Local Authorities
Effective Complaint Handling in Children’s Social Care

2. Who are we?
we independently investigate complaints about fault by local authorities causing injustice
120 investigators
we have the powers of the High Court to obtain information and documents
if we find fault, we may make recommendations about how to put things right

3. 2017 – 2018 investigations received 17,452 complaints and enquiries
carried out 4020 detailed investigations‒ and published our decisions about them online
upheld 57% of complaints against local authorities where we carried out a detailed investigation
made 3622 recommendations to put things right
(LGSCO’s Annual Review of Local Government Complaints )

4. What kind of complaints?
Complaints and enquiries received,

5. Learning outcomes At the end of the course you will be able to:
list five things that are important to people when they complain
describe the stages of the complaint-handling process
accurately identify, define and summarise complaints
list five sources of useful evidence for investigations
investigate a complaint and reach evidence-based conclusions
identify appropriate and proportionate remedies for injustice
write a comprehensive decision letter/response
explain how learning from complaints can be used to drive service improvements

6. Complaint journey
Considering a complaint: “I felt confident to speak up.”
Making a complaint: “I felt that making my complaint was simple.”
Staying informed: “I felt listened to and understood.”
Receiving outcomes: “I felt that my complaint made a difference.”
Reflecting on experience: “I would feel confident making a complaint in the future.”
(“My expectations for raising concerns and complaints”, LGSCO/PHSO/Healthwatch England, Nov 2014.)

7. Overview of the complaint process
Step 1
Accept complaint
> analyse
> define complaint
Resolve the
complaint
Take action as
soon as possible
at any stage
Step 2
Plan investigation
> gather
> analyse
> evaluate information
Step 3
Make decision
Step 4
Communicate decision

8. Planning the investigation
what is your brief?
is the complainant a child?
are they at risk?
do they need help to make their complaint?
if they have a representative, is that person suitable to represent them?
what are your timescales?

9. Planning the investigation
what authority do you have to gain access to papers or interview people involved?
what other resources/support/backup do you have?
is an independent person involved?
what are you expected to produce – and who will be receiving it?

10. Evaluating information
> reliable
> relevant
> important

11. Making a decision > has there been some fault?
> what effect has it had on the complainant?
> what action does the authority need to take?

12. Putting things right
> if possible, put the complainant in the position they would have been in if the fault hadn’t happened
> focus not so much on what went wrong, more on what the consequences were
> take account of the complainant’s views, but exercise your own judgement

13. Putting things right
> make the remedy appropriate and proportionate to the harm suffered
> if specific action is needed, e.g. provision of a service, ensure the action is taken
> if no other way to remedy, consider payment of money
> if there is something to apologise for, do it

14. Putting things right
> did the complainant contribute to the harm they suffered?
> was the complainant put to a lot of time and trouble in pursuing their complaint?
> do you need to change your practices? sometimes, people just want to know the same thing won’t happen again

15. Benefits of effective complaint handling to your organisation

16. Learning outcomes You should now be able to:
list five things that are important to people when they complain
describe the stages of the complaint-handling process
accurately identify, define and summarise complaints
list five sources of useful evidence for investigations
investigate a complaint and reach evidence-based conclusions
identify appropriate and proportionate remedies for injustice
write a comprehensive decision letter/response
explain how learning from complaints can be used to drive service improvements

17. Further reading www.lgo.org.uk @LGOmbudsman Weekly emails
Annual reports and statistics
Reports and subject guidance
Decisions
Guidance on complaint handling, administrative practice, remedies and unreasonable complainants
Manual for link officers
Learning resources page for course participants
Our own policies and procedures
@LGOmbudsman
Weekly s

18. Ombudsman training team