Pointers for Practice: Complaints & Representations Pathway

This pathway applies to complaints about the Section 5 process only. It does not provide a route to appeal the outcome category (e.g., substantiated, unsubstantiated, unfounded, malicious). Where significant new information arises that could fundamentally affect the original outcome, the LADO may convene a Review Section 5 Strategy Meeting. All rationale and decisions must be recorded.

1. Complainant contacts Chair of Section 5 process (DoS/LADO).
2. Acknowledgement & logging (within 2 working days). DoS/LADO confirms complaint relates to process, not outcome category.
3. Review of representation (within 10 working days of receipt). DoS/LADO checks records, minutes, timescales, invitations, and threshold application.
4. Written response to complainant including scope, findings, decision, and any actions. Rationale recorded on case management system.
5. Decision point: If process failure or significant new information identified, LADO decides whether to convene a Review Section 5 Strategy Meeting. If not upheld, provide written explanation and signpost escalation routes.
6. Escalation (Local Authority): If dissatisfied, complainant may escalate to LADO or Senior Manager in Social Services. Same timescales apply (acknowledge in 2 working days, review within 10 working days).
7. Final local stage: Confirm decision, record rationale, and implement any learning or improvements.
8. External route: If still dissatisfied, complainant may contact the Public Services Ombudsman for Wales (maladministration/service failure only).

Exclusions & Recording Standards

• Complaints cannot overturn outcome categories.
• Significant new information may trigger a review meeting.
• All acknowledgements, reviews, decisions, and correspondence must be recorded.