This procedure is guided by the principles set out in Working Together to Safeguard Children (2018), which emphasizes the importance of agencies working collaboratively to ensure children and young people are safeguarded, supported through challenges, and given the best opportunity to achieve positive outcomes.
If the service falls short of expectations, children, young people, or their representatives are invited to tell us so we can take timely action to make things better.
Please note: do not use this policy for allegations or serious complaints. In those situations, please follow the Allegations and Complaints policy.
Who can make a complaint?
• Any child cared for by the Agency, or someone speaking for them.
• A parent or anyone with parental responsibility.
• Anyone the Agency believes has a genuine interest in the child’s wellbeing.
Our commitment
The Agency will deal with complaints
- Promptly and fairly.
- We will keep children and young people informed about their complaint and do everything we can to support them.
- We will explain our decisions to children and young people.
- We will learn from complaints to review and improve how we serve children and young people in our Agency.
Complaints and Representations policy and procedure
This Complaints and Representations Procedure explains how we meet our responsibilities, and all staff must follow it.
Complaints can differ in seriousness and complexity. Informal procedures focus on resolving issues quickly rather than formally investigating and proving claims.
There are up to three stages. The Agency will always try to resolve the complaint at Stage 1, as long as the child or people involved agree with the outcome.
Stage 1 (informal)
Most complaints are settled at this stage. At Stage 1, the supervising social worker will meet face-to-face with the child and their social worker, advocate, or any other person who is concerned about the child’s welfare (if appropriate) to seek a resolution.
If the complaint is about a supervising social worker, a Team Manager will look into it.
The meeting will happen within 14 working days of receiving the complaint.
If the issue is not resolved informally within the 14 day period and the child or young person wants to take it further, the complaint will move to Stage 2.
A child or young person making a complaint will be supported to express their views clearly, with help from their social worker, advocate, or another appropriate person.
Stage 2 (formal)
A manager who is not involved with the case, or sometimes an independent investigator, will look into the complaint and provide a response within 28 days.
Before the 28-day period ends, the Agency will inform the following people:
a) the child or young person
b) the child’s advocate or mediator
c) the child’s social worker/placing authority
d) the child’s parent, if appropriate
The notice should include the proposed outcome of the Agency’s review of the complaint.
If the child or young person is not satisfied with the Stage 2 response, they must be told they can, within 28 days, ask to move the complaint to Stage 3 and present their views.
Stage 3 (formal)
If they are still unhappy, the child or young person, or their representative, will again be invited to use the Placing Authority’s complaints process. If they prefer to continue within the Agency, the Agency’s Fostering Panel will review the matter.
Within 28 days of the request for a formal hearing, the child or young person and/or their representative, along with the investigation report, will be presented to the panel.
The child or young person and a representative of their choice will be invited to attend and share the complaint in person.
The child or young person, their representative, and any relevant placing authority will receive copies of the documents related to the complaint and the panel’s findings.
