Use stage two if your complaint can't be dealt with informally, or you choose not to use the informal stage. The process is as follows:

• Put your complaint in writing and keep a copy. 
• Allow social services 28 days to investigate and write back (if there is a delay, social services must write to you giving a reason). 
• Expect to receive a written reply explaining the outcome of the investigation within three months.
• Wait for social services to advise you of the next stage in your complaint if you are still not satisfied.

If you are complaining on behalf of the person you care for, they should also receive a written outcome, unless social services consider they would not able to understand it or it would cause them distress.