Give feedback or complain about Birmingham Children's Trust
We’re committed to putting people first and are always working hard to improve the services we provide.
To help us do that, it’s important for us to know what’s going well and where things can be improved.
If you have feedback (good or bad) about our children’s services, we have a simple three-step process for you to follow.
Please only use this process for feedback (good or bad) about social workers/residential homes/adoption.
Stage one is for you to talk to your social worker, key worker, foster carer, the manager of the service or an adult you trust.
If you’ve already done that and still want to contact us, send us your feedback online.
Alternatively, you can download, complete and return a copy of our Comments, Compliments or Complaints form.
What happens next?
We aim to contact you within 2 working days to let you know we've received your complaint.
An officer from the service being complained about will be appointed to investigate your complaint within 10-20 workings days (depending on the complexity of the complaint). They will provide you with a written response.
If you remain dissatisfied with the response, mediation is the next step in the Stage one complaints process and is a method used to help complaints to be resolved quickly.
It is a process where the complainant meets with an officer from the service they are complaining about to discuss the issues of concern and agree a way forward.
An independent mediator chairs the meeting and somebody from the Customer Relations Service will also be present at the mediation meeting to oversee the process and take notes of any actions agreed. Mediation can be used at any stage of the complaints process.
If you remain dissatisfied with the Stage one process, you can then request an independent investigation at Stage 2 of the complaints process.
An Independent Investigating Officer will be appointed to investigate your complaint.
You will receive a copy of the Independent Investigating Officer’s report and a letter of response within 25 to 65 working days from the senior manager concerned. You will be notified of any delays.
If you remain unhappy with the findings a Mediation meeting can be arranged which is chaired by an independent mediator. It is a process where the complainant meets with an officer from the service they are complaining about to discuss the issues of concern and agree a way forward. Somebody from the Customer Relations Service will also be present at the mediation meeting to oversee the process and take notes of any actions agreed.
If you remain dissatisfied with the Stage two process, you can ask for the Independent Review Panel to look at your complaint (stage three). For more information see the next page.
The Customer Relations Service will arrange for someone independent to act on your behalf. This service is free of charge if you’re a child or you're unable to present your views in person or writing.
Telephone: 0121 303 9052 (Please note: This number was updated in October 2023).