The Council has agreed to review its procedures for dealing with complaints to ensure that, in future, it:•Decides from the outset whether a complaint should be considered under the statutory complaints procedure or through an alternative procedure.•Recognises that complaints about decisions to initiate care and supervision orders, and about the accuracy or quality of social work information which has gone to court, do fall within the statutory complaints procedure. •Does not switch complaint procedures part-way through. If a council accepts a complaint under the statutory complaints procedure it should complete this to the complainant’s satisfaction.