Adults and Children’s Social Care Complaints

If you are not satisfied with the service you have received, please talk to the people who provide this service or complain to the Complaints Team. 

How to Submit Your Complaint:

• Contact the Complaints Team using the details in the “Contact us” section.
• Submit your complaint online using the link below: Adult Social Care Complaints - Nottingham City Council

Adult Social Care Complaints - Submit Online

Complaints Timeline:

Within 3 Working Days - We will acknowledge your complaint 

Within 10 Working Days - We will decide on appropriate handling and let you know.

Within 60 Working Days - We will look into your complaint and let you know what we're going to do to resolve it.

Need Advocacy Support?

Contact POhWER (Adults Advocacy Service) for assistance through the complaints process.

Tele 0300 456 2370
Email: yourvoiceyourchoice@pohwer.net

Visit Pohwer Website

There are three stages to the statutory complaints process:

Stage 1 - Local resolution

We expect to resolve the majority of our complaints at this point. A complaints officer will ensure your complaint is passed to the relevant senior manager for them to consider and provide you with a written response. This should be provided within 10 to 20 working days.

If you have not received a response within the timescale, or if 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 investigator (who may be independent) will work with an independent person to investigate your complaint. They will discuss your complaint with you and any desired outcomes you may have. The investigator will interview the staff involved in your complaint and view the relevant records and documents. The investigator will write a very detailed report to explain their findings. The report will show whether the investigator has upheld or not upheld your complaints, and it will include any recommendations the investigator may have for Children and Families.

The timescale for the investigation is 25 working days, although this may be extended to 65 working 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. The panel consists of three independent people. Also in attendance at the panel will be the complainant and any advocate they may have, the investigator, the independent person and a senior manager from Children and Families. The panel will review the complaints process and it may make further recommendations.

If you are still unhappy after stage 3, you can take your complaint to the Local Government Ombudsman: 0845 602 1983

Advocacy services may be available to any young person who needs or wishes to be supported through the complaints process. The Children’s advocacy - Nottingham City and Nottinghamshire Children's Rights Services can be contacted on: 

Phone: 07785 435219 
Email: alison.smith@cgl.org.uk 

Phone: 07385 049968 
Email: caity.moore@cgl.org.uk 

Out of Hours - Monday - Friday from 5pm - 8pm, Saturday and Sunday from 10am - 4pm 
Phone: 0300 303 5355 

Nottingham City Children’s Right’s Services

If you wish to discuss any of these issues, please give us a call on 0115 87 65973

Your Guide to the Social Care Complaints Process

Your guide to the social care complaints process for children and families

Unhappy about Children’s Social Care Services