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The primary process for complaints about the behaviour of staff or how processes are managed lies with the single agency which employs the responsible staff member.

LSCB Unit staff are employees of Cambridgeshire County Council and are covered by its complaints policy and process.

There is no requirement for LSCBs to have a separate Complaints Policy and since doing so could causes duplication and confusion without assisting service users there is no LSCB Complaints Policy.

Complaints about Child Protection Conferences and Plans

Children’s Social Care has a complaints procedure, which service users should be told about. A leaflet explaining how to make a complaint is included with the letter inviting them to conference.

There are some areas where a complaint would not be accepted including:

  • Decisions to investigate concerns about possible child safety;
  • Decisions to hold a Child Protection Conference;
  • The outcome of a Child Protection Conference (whether to have a Child Protection Plan or not).

However, complaints can be accepted about how investigations and Conferences were conducted; how assessments were undertaken, or the quality and timeliness of reports. There may be other aspects of the case that can be accepted as a complaint. The Customer Care Manager can be contacted on 01223 699664 if you have any questions about this.

If you have any queries or comments about the Child Protection procedure, rather than a complaint, please talk to the Independent Chair of the Conference. These may be forwarded to the Local Safeguarding Board for Children who have responsibility for Child Protection procedures in Cambridgeshire.


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