(Last reviewed 15/10/2025)
The agency is committed to continually monitoring and improving the quality of the service we provide. We welcome all feedback, including complaints. You can help us by sharing what you think. We value your comments and see them as a positive way forward. We aim to resolve most issues informally and quickly.
Please note that this policy applies to all staff, foster carers, and other professionals working with the agency who wish to make a representation or complaint about a member of the agency’s employees.
We will make every effort to resolve difficulties informally before using the complaints procedure.
Informal Stage – to be completed within fourteen days of receipt
Informal procedures focus on quick problem-solving rather than investigating and substantiating claims.
Informal action is usually appropriate when:
- The person making the complaint chooses to proceed informally; the word ‘complaint’ may not be used, but a concern is raised.
- The issue is less serious.
- There is a chance of a quick resolution before it escalates.
Once a concern has been received, a manager (generally the team manager) will be assigned to oversee it. No one who is the subject of the complaint will be involved in its consideration unless the Registered Manager decides this is appropriate at this informal stage only.
A record will be kept of the complaint and any steps taken to resolve the issue.
The placing authority will be notified if appropriate.
The initial inquiries will consider what happened and what actions can be taken to resolve the matter. This may include meeting with the parties concerned.
The lead person will speak with the complainant within 14 days, explain the outcome, and confirm this in writing.
If the complainant is not satisfied, they may move to formal procedures at any point of their choosing.
Complaints referred to in this procedure do not include allegations of abuse or concerns about the care of a child; these are dealt with under safeguarding procedures and the complaints/allegations against a foster carer procedures.
Stage 1 – Formal complaint to be completed within 28 days of receipt
Formal action is usually appropriate when the complainant wishes to pursue their complaint formally. This may be appropriate when:
- Informal attempts have not resolved the issue.
- The complainant has requested the matter be dealt with under the formal complaint procedures.
- The complaint is of a serious nature.
- Disciplinary action may be a possible outcome of the complaint.
- The informal complaint is substantiated.
- The complaint is against a senior person and a formal procedure helps ensure the people involved are not disadvantaged.
Formal complaints should be made directly to the Registered Manager or brought to their attention at the earliest opportunity. They will receive updates throughout the investigation.
The agency’s Director will investigate any matter involving the Registered Manager.
If the allegation concerns the Responsible Individual, Registered Manager, or a Director, the HR department should be informed, and they will liaise with a non-conflicted senior manager and the agency Decision Maker.
The LADO and Ofsted should also be notified immediately and informed of the actions taken to safeguard children.
A manager (usually the team manager) who has had no direct involvement in the complaint will be appointed to oversee and coordinate the investigation.
The placing authority will be notified if appropriate, and they will decide if significant others, including birth parents, are to be notified.
A formal record of the complaint will be kept throughout and a complaint form will be completed. A detailed record will include the complaint, any action taken in response, and the outcome of the investigation, including whether it was founded or unfounded.
The appointed manager will forward the complaint to the Registered Manager.
The Registered Manager will decide if any further action is needed and consider the implications for the agency.
If appropriate, a copy of the complaint form will be sent to the Chief Inspector at Ofsted and the placing authority.
A letter will be sent to the complainant within 28 days outlining the findings of the investigation and any agreements reached. This will identify what can be done to minimise the risk of the problem arising again.
The complainant will have up to 14 days to respond and request that the matter be pursued to Stage 2 if they feel it is not resolved to their satisfaction.
We will usually investigate and respond to Stage 1 complaints within 28 working days. If an investigation is complex and more time is needed, the relevant parties will be informed in writing of the reason for the delay and the likely timescale for completion.
Stage 2 – to be completed in 28 days
If the complainant remains dissatisfied, they can pursue the matter to Stage 2. This stage of the investigation should be completed within 28 days of the formal request to escalate to stage 2.
Some matters prompting a complaint may concern decisions or actions by the placing authority that affect the foster carer or child but are not the direct responsibility of the agency. In such instances, the complainant will be encouraged to use the placing authority’s complaints procedure.
If the complainant decides to pursue the complaint through the agency’s complaints procedure, an independent social worker will be appointed to investigate the matter and report their findings and recommendations to the Registered Manager. This should be completed within 28 days of the formal request to escalate to stage 2.
However, if there is any delay, the reason should be communicated in writing to the complainant and a timescale identified for completion.
The Registered Manager will then notify the complainant in writing of the outcome of the investigation and any proposed steps to rectify the situation. The complainant will have up to 14 days to respond in writing and request that the matter be pursued to Stage 3 if they feel it is not resolved to their satisfaction.
Stage 3 – to be completed within 28 days of request to escalate to stage 3 formal hearing
If still dissatisfied, the complainant will again be invited by the Registered Manager to consider the placing authority’s complaints procedures, but if they wish to pursue the matter within the agency, the agency’s fostering panel will be invited to consider the matter.
A report of the investigation will be presented to the panel within 28 days of the request for a stage 3 formal hearing.
The complainant and a representative of their choice will be invited to attend and present their complaint in person.
The complainant, any relevant placing authority, and the Chief Inspector (if appropriate) will receive a copy of the documentation relating to the complaint and the findings of the agency’s fostering panel.
If the complaint refers to a member of staff then the outcome must be reported to PA Group HR, the relevant LADO and, if appropriate OFSTED. If the staff member is a social worker then the outcome will be forwarded to Social Work England for their consideration.
If the complaint relates to changes to a foster carer’s terms of approval, and the agency panel recommends deregistration or changes in the foster carer’s approval with which the foster carer does not agree, they have the right to appeal through the Independent Review Mechanism. Further information can be found within the Foster Carers Handbook.
OFSTED (The Office for Standards in Education, Children’s Services and Skills)
The complainant can contact the agency’s inspector by calling 0300 123 1231.
The inspector’s address is
OFSTED Inspection
Piccadilly Gate,
Store Street,
Manchester
M1 2WD
enquiries@ofsted.gov.uk
Where a complaint is ‘founded’ and a person has asked for a record to be removed from their file, the record will be removed from their file. However, it will not be deleted; instead, it will be moved to a separate PA Group complaint file. This preserves the accuracy of the timeline leading up to the complaint in case it is ever required for further review.
