Advice, Complaints and Conciliation
How to make the best
use of this service
We want to hear from you
The City of Edinburgh Council wants all Edinburgh children and young people
in its care to feel safe and well cared for. It is important that the children, young
people and families who use our services feel satisﬁed with them.
If you need advice, we want to hear from you. If you have a complaint, we will
do our best to put things right.
Who can complain?
Anyone who is:
• a parent or carer of a child or young person who is in education
• receiving a service from Children and Families
• living in a residential home, residential school or with a foster family or
Anyone who has:
• asked for help, advice, or a service from Children and Families or been
refused a service
Can someone complain on my behalf?
Yes, you can ask someone to represent or support you. This could be a family
member, friend or someone you trust to act on your behalf.
What to do if you are dissatisﬁed with any part
of the service
In the ﬁrst instance, you should try to speak to the person working with you – this
could be a unit manager, social worker, head teacher or community education
worker. Very often problems can arise through a simple mix-up or mistake and
talking about them can be enough to sort things out. It is important for staff to
be given the ﬁrst opportunity to deal with the issues you raise.
If you remain dissatisﬁed, you can:
• Contact Advice and Conciliation, telephone 0131 469 3233 if your enquiry
relates to Children and Families (Education Services).
• Contact Client Services and Complaints, telephone 0131 469 6110 if your
enquiry relates to Children and Families (Social Work Services).
• Write to the Director of Children and Families at Wellington Court, 10
Waterloo Place, Edinburgh EH1 3EG.
• Children and Young People
Children and young people who are Looked After and Accommodated by
the Council can talk to the Children’s Rights Ofﬁcer, who can offer help and
advice. The Children’s Rights Ofﬁcer can be contacted on 0800 169 4997.
Who Cares? Scotland can be contacted on 0131 226 7403.
• The Care Commission
The Care Commission has been set up to improve the quality of care services
in Scotland. You can make a complaint directly to the Care Commission if
you are receiving or living in a service registered with them, by phone or in
The Care Commission, Stuart House, Eskmills, Musselburgh EH21 7PB,
telephone 0131 653 4100.
What happens next?
• We will let you know that we have received your complaint.
• Someone may contact you to make sure we have properly understood your
• You will be told how we will try to resolve the issues raised and may be
invited to meet a senior member of staff, where you will be welcome to
bring along a supporter or interpreter.
• Your complaint will be considered and taken seriously.
• Your complaint will be acknowledged within ﬁve days of receipt and we will
aim to provide a full response within 28 days.
What to do if you are still dissatisﬁed
If you remain dissatisﬁed after receiving our full written response, you can
appeal against it. Details of how to to appeal are always provided with our full
If you require further advice and guidance on making an appeal, please contact:
Advice and Conciliation Manager, Children and Families (Education Services),
telephone 0131 469 3399.
Client Services and Complaints Ofﬁcer, Children and Families (Social Work Services),
telephone 0131 469 6110
Interpretation and Translation Service 0131 242 8181 Reference 051201
You can get this document on tape, in Braille, large print and
various computer formats if you ask us. Please contact ITS on 0131
242 8181 and quote reference number 051201. ITS can also give
information on community language translations.
You can get more copies of this leaflet by calling 0131 469 6161