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Complain about Children's social care

Submit a complaint

For Children’s Social Care complaints relating to the Council’s specified social care responsibilities as set out in the Children Act 1989, we are required to follow the Children’s Statutory Complaints Procedure, which can be accessed in the following document The Children Act 1989 Representations Procedure Regulations (2006).

Further information can be found in the following documents:

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Who can I talk to?

Here in Bexley, we care deeply about the wellbeing of our children and young people. We understand that sharing your worries isn’t always easy, but talking to someone you trust is a powerful first step toward feeling better. You’re not alone, and support is always here for you.

If you feel something has gone wrong, we want you to tell us, so that we can try and put it right as quickly as possible.

Alternatively, there are several different people you can talk to:

  • Your social worker, carer, or key worker
  • Our complaints team
  • An Independent Reviewing Officer
  • An advocate - someone who speaks up for you

What is an advocate?

An advocate is a trusted adult who listens to what’s bothering you and talks to us on your behalf.

You can ask us to help get you an advocate or call the National Youth Advocacy Service on 0808 808 1001 or email main@nyas.net.

What will happen next?

Stage 1:

We will talk to you about what’s made you feel upset or unhappy. We’ll also speak to the people involved to understand what happened. A manager will write to you within 10 working days to explain what they found out, whether they agree with your complaint, and what they will do about it.

Stage 2:

If you’re still not happy, someone who isn’t involved in your care will look into your complaint. Another person will help make sure the investigation is fair. They will write a report and suggest how to sort out the problem.

Stage 3:

If you’re still not satisfied after Stage 2, three independent people (who don’t work for the Council) will check how your complaint was handled. You’ll be invited to a meeting with them called a Complaints Review Panel. You can bring someone with you to support you. After the meeting, they will write a report and tell us what they think should happen next.

You can also tell us that you are happy with us

We love hearing when we’ve done a good job too! If someone has helped you or made a difference, please let us know.

Call us: 020 8303 7777.

Write to us: Complaints Team London Borough of Bexley Civic Offices, 2 Watling Street Bexleyheath, Kent DA6 7AT.