'The Tip of the Ice Berg': Children's Complaints and Advocacy in Wales--An Insider View from Complaints Officers

This paper is based on findings of a Welsh Assembly Governmentfunded review of children’s independent advocacy servicesin Wales with reference to their involvement in complaints madeby children, or by their parents or carers on their behalf,about local authority social services. It draws, primarily,upon qualitative interviews with local authority children’scomplaints officers, whose task is to receive complaints orconcerns, field these to appropriate social services staff,maintain oversight of their progression and keep complainantsinformed of developments. The paper describes the challengesthat complaints officers perceive children encounter in movingcomplaints forward, especially in a context where independentadvocacy services are involved and where these services areviewed with some suspicion by social services staff. It suggeststhat complaints officers play a pivotal part in managing thesometimes contested and complex interface between service providerand child and may do so from a position of limited authorityand influence. The role of complaints officers in engaging withcomplainants and their advocates, and with those colleaguesimplicated in complaints, has rarely been the topic of research.This paper provides accounts from these key staff that helpilluminate the tensions and difficulties that can enter thechildren’s complaints process.