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Children's Social Care Complaints

Hackney Service Centre,
1 Hillman Street,
E8 1DY
Telephone: 020 8356 5800


Children Social Care provides a wide range of services for different people. If you are unhappy with the service or a particular member of staff, you can talk to your social worker or their manager about the problem you have. 

If you are unhappy with the outcome there are stages you can go through to resolve the matter.

Stage 1 - Local Resolution

You can talk to the Complaints Manager in private, who will try to deal with your problem.

You can make contact by telephone, letter, fax, email or in person.

If you need help making a complaint, compliment, or suggestion let them know and arrange can be made for someone to help you - this person is called an advocate. Alternatively, you can ask someone in your family, or a friend to write or speak on your behalf.

You will be sent a letter within two working days to let you know your complaint has been received by the Complaints Unit. You should then receive a full response within ten working days. If the complaint is detailed or if an advocate is required, a further ten working days can be added.

If you are still not happy, you can meet with the manager who sent the letter.

The Children & Young People's Service will consider mediation and conflict resolution at this stage and at all other stages.

Stage 2 - Investigation

Write to the Complaints Manager saying which part of your complaint has not been sorted out.

The Complaints Manager will arrange for someone independent of the service to investigate your complaint and write a report. The Complaints Manager will also appoint an independent person to oversee the investigation.

This person will not work for Hackney Council. They will write a report.

You should receive a response to your complaint within 25 working days of the complaint being received. (By law, they can take up to 65 working days for certain complaints.)

Stage 3 - Review Panel

If you are unhappy with the investigation or the response to your complaint, you can ask for it to go before a Review Panel.

You must ask for this within 20 working days of receiving the letter at Stage 2.

The Review Panel will normally meet within 30 working days of your request, and will be made up of three independent panel members, one of whom will chair the meeting.

You can also ask your advocate, someone in your family, or a friend to speak on your behalf.

The Review Panel will send their recommendations to you and the Director of Children's Services within five working days of the meeting.

The Director of Children's Services will send you a letter with the final decision within 15 working days of receiving the Review Panel's recommendations.

You may take the matter further by contacting:

Local Government Ombudsman

 10th Floor,

 Millbank Tower,


 London SW1P 4QP

Tel 020 7217 4620

Fax: 020 7217 4621

Time / Date Details

Time of day


Session Information

Monday to Friday 9am - 5pm
For visits, you will need to phone first to make an appointment

How to Get Here

Buses: 30, 38, 48, 55, 106, 236, 242, 253, 254, 276, 277, D6

Train: London Fields, Hackney Central, Hackney Downs

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Disclaimer-important information about the Hackney Local Offer

Hackney's Local Offer website is a free and impartial service provided by the London Borough of Hackney in partnership with the NHS, local education, health and community services. The information contained within the website is available for the purposes of identifying services and provision that may be available to children and young people with special educational needs and/or disabilities.

This information does not represent a recommendation or an endorsement of a Service or Provider and neither does the London Borough of Hackney or its partners make any representations or warranties as to the accuracy of the information. Anyone seeking to use or access a service or provision is responsible for undertaking their own checks to determine the suitability and fitness for purpose of that service and provision. In no event will we be liable for any loss or damage including, without limitation, indirect or consequential loss or damage, or any loss or damages whatsoever arising from use or loss of use of data or profits arising out of or in connection with the use of the Hackney Local Offer.

Some providers will be registered and inspected by external agencies, such as Ofsted or the Care Quality Commission. Anyone working with children and young people will be required to have appropriate Disclosure and Barring Service Check (the replacement for the Criminal Record Check), safeguarding policies and insurance in place, which they should make available to you on request.

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