St Helens Safeguarding Children Partnership Complaints Procedure

1. Introduction

This procedure covers situations where a professional or member of the public wishes to raise a complaint in relation to the way the St Helens Safeguarding Children Partnership (SCP) has carried out their functions as set out in Working Together to Safeguard Children. 

Having different perspectives within safeguarding practice is a sign of a healthy and well-functioning partnership. Effective working together depends on an open approach and honest relationships.

2. Scope

Individual complaints and concerns about individual services do not fall within the scope of this procedure and should be dealt with directly by the responsible agency according to their own corporate complaint procedures. Public bodies that fail to comply with their obligations under law are held to account through a variety of regulatory and inspection activity for example, Ofsted in the case of schools.

Where a parent/carer or young person wishes to complain about aspects of a child protection conference, separate guidance can be found via the following link: Complaints in Relation to Child Protection Conference

The St Helens Safeguarding Children Partnership Multi-Agency Resolution Process should be referred to in respect of professional concerns or complaints in relation to a partner agency / individual cases. Separate guidance can be found via the following link: St. Helens Safeguarding Children Partnership - Multi Agency Resolution

If the concerns relate to allegations against people who work with, care for or volunteer with children then these would fall within the scope of managing allegations procedures and managed via the LADO process. Additional guidance can be found via the following link: St. Helens Safeguarding Children Partnership - Allegations against Professionals (LADO) 

Complaints about the functioning of the St Helens Safeguarding Children Partnership in the discharge of our duties falls within the scope of this procedure. 

3. Complaints about the Functioning of the St Helens Safeguarding Children Partnerships

Any complaint or concern about the general discharge of the St Helens SCP functions, including any concerns about subgroup chairing arrangements, should be addressed to the Delegated Safeguarding Partners and sent in writing to:

safeguardingchildrenpartnership@sthelens.gov.uk

The Delegated Safeguarding Partners, supported by the St Helens Safeguarding Children Partnership Business Manager, will seek to resolve the matter with the complainant within 20 working days of the complaint being received. Although for complex matters this timescale may be extended and the complainant given an expected timescale for a response and the reason for the expected delay. A small panel meeting to support resolution may be convened if deemed necessary and appropriate.

The Delegated Safeguarding Partners for St Helens Safeguarding Children Partnership are:

The St Helens Safeguarding Children Partnership Business Manager will inform the complainant about the outcome of their appeal, on behalf of the Safeguarding Children Partnership within four weeks.

4. Complaints / Concerns about a Delegated Safeguarding Partner 

Should the complaint / concern be regarding one of the Delegated Safeguarding Partners in respect of their effectiveness, or conduct, the complaint / concern should be made in writing via email to the St Helens Safeguarding Children Partnership Business Manager (andrewpassey@sthelens.gov.uk)  who will liaise with wider Delegated Safeguarding Partners and / or the Lead Safeguarding Partners.

The Delegated Safeguarding Partners and / or Lead Safeguarding Partners will appoint a suitable person to investigate the complaint/ concerns, and the outcome will be reported to the complainant within 20 working days of the complaint being received. Although for complex matters this timescale may be extended and the complainant given an expected timescale for a response and the reason for the expected delay. A small panel meeting to support resolution may be convened if deemed necessary and appropriate.

The St Helens Safeguarding Children Partnership Business Manager will inform the complainant about the outcome of his/her appeal, on behalf of the Delegated Safeguarding Partners and / or Lead Safeguarding Partners within four weeks.

5. Complaints / Concerns about a Member of the St Helens SCP Business Team

Should the complaint/concern be regarding a member of the SCP Business Team in respect of their effectiveness  or conduct, the complaint / concern should be made in writing via email to the Head of Safeguarding & Quality Assurance (ChristineFoster-Alonge@sthelens.gov.uk), who will arrange for an examination of the complaint. The outcome will be reported to the complainant within 20 working days of the complaint being received. Although for complex matters this timescale may be extended and the complainant given an expected timescale for a response and the reason for the expected delay. A small panel meeting to support resolution may be convened if deemed necessary and appropriate.

6. Complaints / Concerns about Local Child Safeguarding Practice Reviews

Any complaint about the operation of the local child safeguarding practice reviews process should be addressed to the Chair of the Rapid Review / LCSPR Panel, who can be contacted at: 

RapidReview@sthelens.gov.uk

The Chair of the Rapid Review / LCSPR Panel will inform the Delegated Safeguarding Partners about the complaint and will seek to resolve the complaint with the person raising the concern (or will arrange for the most appropriate person to respond).

The complainant will be responded to within 6 working weeks of receipt of the complaint. A small panel meeting to support resolution may be convened if deemed necessary and appropriate.

Where the individual who has raised concern is not satisfied with the response, they may appeal the decision or outcome and request that his/her complaint is reviewed directly by the Delegated Safeguarding Partners.

The Partnership Business Manager will inform the complainant about the outcome of their appeal, on behalf of the Rapid Review / LCSPR Panel within four working weeks