The Council will provideits staff dealing with the Children’s Services complaints with the training onthe statutory children’s complaint procedure, including eligibility criteriafor considering complaints within children statutory complaint procedure asexplained in paragraph two of the Statutory Guidance ‘Getting the best out ofcomplaints’.The Council will consider introducinga template for the Council’s response letter in stage two of the complaintprocess, which would include:a) information on the right to escalate complaints to stage three;b) timescales for making such request.The Council will review its Corporate Complaint Policy and consider amending paragraph five ofthe policy to include matters which would be considered under children’sstatutory complaints process.The Council will consider introducinga policy on the children’s statutory complaints procedure with much moredetailed information than currently on the Council’s website, including as aminimum:a) Who can raise complaints in these proceedings;b) What can be complained about;c) Details of the timescales and process.The Council shouldprovide us with evidence it has completed the above actions.

That the Council, by training or other means, ensures officers are able to identify what complaints should be considered through the statutory complaints process. This is to ensure eligible complaints are considered through the statutory process