Children and Young People (Scotland) Act 2014 part 11 - continuing care: guidance

15. Disputes and Complaints

The Scottish Social Services Council sets out codes of practice that social workers, social care, early years and young people's workers - and their employers - should meet.

The Social Work (Scotland) Act 1968 requires that the local authority instigate an informal problem-solving stage where every attempt is made to resolve the complaint. If this is not successful, unresolved complaints will then be investigated by specially designated staff.

Information about how to complain and support, such as advocacy, must be available to young people in a format they can understand.

Looked after disabled young people also need access to complaints and this might require additional support from the local authority.

The young person should also be made aware of other bodies they can seek advice from, such as the Care Inspectorate^[55] or the Children and Young People’s Commissioner Scotland^[56].

A young person receiving Continuing Care may make a complaint to the local authority about the service they have received or how any dispute has been handled. Complaints should be made through the normal methods of complaint about social work services^[57]. Child Friendly Complaints-handling Principles should underpin how the complaint is handled and investigated from or involving children, in a way that respects their rights under the UNCRC.

Children and young people wishing to make a complaint should use the complaints process for the relevant local authority. If they are not satisfied with the outcome of the local authority complaints process, they may raise their complaint with the Scottish Public Services Ombudsman^[58].