How can I make a Complaint against the Fostering Service
Standards and Regulations
Training, Support and Development Standards for Foster Care:
There are different sorts of complaints that need to be dealt with differently:
- Complaints on behalf of the child or young person. See Complaints by and for Children;
- Serious complaints about the fostering service. See Whistleblowing;
- Complaints about a decision made by the service's Decision Maker or a recommendation made by the fostering panel. See Reviewing my Approvals and Appeals.
You are also entitled to get in touch with the regulatory body Ofsted.
This chapter explains the way in which you should deal with concerns that you have about the fostering service.
Most issues can be sorted out informally through discussion with either the child's social worker or your Supervising Social Worker, depending on what the problem is. Sometimes, the fostering service's Manager may be the most appropriate person to speak to about the concerns.
Complaints about the foster placement and the fostering service are normally addressed by Break fostering agency within the agency's complaints process in consultation with the Local Authority social work team. Complaints about the Local Authority social work service need to be addressed directly with the Local Authority social work team and your Supervising Social Worker will help you do this. The Local Authority has its own complaints process and ultimately if you are not satisfied you have the right to make representations to the Local and Social Care Government Ombudsman.
The agency is committed to resolving conflicts and concerns at an early stage - Stage One - wherever possible, but in the interests of transparency and a commitment to individual interests/rights, individuals are able to complain at Stage Two in the first instance if they so wish. The agency will ensure that complainants are kept up to date regarding the progress of their complaint. In the event that any complainant is not satisfied at any stage, they may and should avail themselves of the right to make a complaint to the Regulatory Authority.
Stage One is an informal process which consists of a meeting between the complainant and the supervising social worker unless the complaint is about them, in which case they should proceed straight to Stage Two. This meeting will be scheduled once a complaint has been received in writing or recorded by means of other communication.
Part of this discussion may cover whether it would be more appropriate for the complaint to be directed to the local authority with responsibility for the child's placement under the local authority's Complaints Procedure.
A letter of resolution or outcome will be issued in response to informal complaints by the Fostering Manager, including details of how the matter was investigated, by whom and with the relevant facts to support the outcome.
This stage will be activated if the complainant is not completely satisfied with the outcome of Stage One, or if at the outset they require that the matter be dealt with by someone other than an employee of the fostering agency. The complainant will be advised that they must put their complaint in writing to the Fostering Manager, who will then contact the complainant within five working days to advise that he/she has instructed an Independent Complaints Investigating Officer in relation to the complaint and will advise them of his/her name and the expected time frame for the investigation.
A report will be completed following the investigation, detailing how the matter was investigated, by whom and what outcome was reached with relevant evidence to support the report's conclusions.
This is the final stage of the complaints process. If the complainant is dissatisfied with the outcome of the Stage Two investigation, they must confirm this in writing, including reasons for their dissatisfaction, to a Senior/ Manager/Director who will undertake to arrange for the case to be reviewed by an Independent Panel within 28 days.
The panel will be made up of:
- A fostering panel member;
- A member of the Board of Directors;
- A manager or staff member of the service;
- An independent individual of such background and experience as required;
- A chairperson if none of the above can fulfil that role.
In any event no person implicated in a complaint, or a relative or close association of theirs, may sit on the panel or be involved in any investigation, and the panel will be constituted in such a way to afford true independent appraisal of the complaint.
The panel will consider the documentation available in relation to the complaint and any further written representations that the complainant wishes to make in relation to the investigation. The panel will reach a decision within 24 hours of meeting and the complainant will be advised of the outcome in report form to include any actions in order to resolve the situation within 7 days.
Complainants should be advised of their right to make representations to the Local Government Ombudsman if they are still not satisfied.
Click here for the Local and Social Care Government Ombudsman contact details.
Website: www.lgo.org.uk
Submitting an online complaint - www.lgo.org.uk/making-a-complaint.
Ofsted Contact Details
Chief Inspector Amanda Spielman
E-mail: Amanda.Spielman@ofsted.gov.uk
Ofsted National Business Unit, Piccadilly Gate, Store Street Manchester M1 2WD
Telephone: 0300 123 1231
Last Updated: August 6, 2024
v11
