Complaints & Compliments

“I believe (Carer) to be a very high quality foster carer. They are few and far between but she shines out as one of the best. It has been a pleasure working with (Carer) and SWIIS.  Thank you for all your hard work with (Young Person)”.
(Local Authority social worker)

SWIIS Foster Care is committed to providing the best possible service for children, carers and local authorities alike.  We welcome feedback of all kinds and will respond as soon as possible to any comments.  Issues or queries may always be raised directly with SWIIS link workers, by using the online form or by contacting your local Regional Office by phone if you prefer.  Young people are encouraged to use the links on this site to contact us or to find out further information about advocacy and support services available to them.  Carers may also raise issues via their carer support groups or the focus groups in the North East and North West areas. 

1. Complaints Procedure

1.1 In accordance with the Fostering Services Regulations 2002, Regulation 18 and National Minimum Standards, Standard 22, SWIIS has developed a written procedure for considering any complaint or representation made by or on behalf of a child/young person using its placement services and by its foster carers.

1.2 SWIIS Foster Care believes that foster carers, children and young people and service purchasers have a fundamental right to have their views heard and to be taken notice of in the development of the service.  These views may be in form of a complaint about the service, constructive ideas for how to improve the service or in the form of a compliment about how a service was delivered.

1.3 All complaints/comments provide vital information to inform the future policy, planning and development of the service as well as identifying the areas of the service which are successful and valued.  They help to identify any gaps in service provision and should lead to the development of better services.

• SWIIS will make available to all its service users written information about its complaints procedures and how to access them.
• All complaints/representations will be taken seriously and dealt with promptly to prevent their escalation.
• They will be dealt with in reasonable time via a specific time framework.
• Wherever possible there will be opportunity to resolve the matter informally.
• Complainants will be kept informed of the progress of a complaint investigation at all stages and will receive written notification of its outcome.
• No person who is the subject of a complaint will take part in its investigation other than at the informal stage.
• All complaints/representations and their outcomes will be centrally recorded.
• All complaints will be monitored and notified to the Responsible Individual (Schedule 7 FSR 2002) and any serious complaint to the CSCI (Schedule 8 FSR 2002).
• The outcome of all complaints and representations will be periodically evaluated to inform service development.

2. Complaints about a Regional Director or Operations Manager

2.1 For the purpose of this procedure the Registered Person for SWIIS Foster Care Service is Mr Dev Dadral. There are three Regional Directors of foster care based in Newcastle, Manchester and Birmingham.  The Registered Person can be contacted on 0207 307 8383 – 19 Portland Place, London W1B 1PX

• All complaints about a Regional Director of Foster Care will be referred to the registered person.
• The registered person will seek to resolve the matter informally via the first stage of the process (see paragraph 5.1), otherwise it will be referred to the second stage of the process (see paragraph 5.2) Independent Person for investigation and report.

3. Complaints by or on behalf of Children and Young Persons

3.1 Any “Looked After Child” may complain re any aspect of their care to their placing authority whose complaints procedure will be available to the child via the social worker.  However, if the complaint relates to an aspect of the service provided by SWIIS agreement will be reached with the placing authority re which agency will investigate the complaint.

• These may be made by the child itself, foster carer, parent, social worker, friend, relative or SWIIS staff.  The complaint may concern any aspect of the service received from SWIIS or its registered foster carers.
• Children will receive written information on how to make complaints including the availability of independent support and advice.
• When a complaint is made by or on behalf of a child to SWIIS the placing Authority social worker will be informed.  Agreement will then be reached with the placing Authority re which Agency will investigate the complaint.
• Children will be assured that their complaints will be taken seriously, investigated thoroughly and they will receive written notification of the outcome.
• Children will be reassured that by making a complaint they will not be subjected to any form of punishment or reprisal. 

4. Complaints by a foster carer or other SWIIS Service User

4.1 Complaints may be made to SWIIS about any aspect of the service received from SWIIS.  This could include :

• Lack of support
• Concern re a member of staff/management of the service
• Any form of harassment
• Racism or discrimination
• Training
• Financial issues

The complainant will receive written acknowledgment of the complaint and details of the planned investigation.
All complaints will be investigated within the “process for complaint” set out below.
When the investigation is completed the complainant will receive written notification of the outcome.
No person who makes a complaint will be subject to any form of recrimination or reprisal.

5. Process for Complaints

5.1 First stage – Informal Investigation

• A complaint must be registered by contacting either the Regional Director of foster care or the Registered person, either in writing, by telephone, e-mail or personal contact. 
• Receipt of the complaint will be acknowledged within seven working days including indication of whether it is planned to endeavour to resolve the complaint via informal investigation or in the case of potentially serious complaints, to move straight to the second stage.
• The Regional Director/registered person/ will investigate the complaint and interview all relevant people.
• This stage of the process should be completed within 28 days of the commencement of the investigation unless it is exceptionally agreed with the complainant this period may be extended.  The person investigating will complete a written report to include findings and recommendations for the resolution of the complaint, which will be available to the complainant. This report will also be available for information to the fostering panel.
• If the complainant is dissatisfied with the outcome they may request within 28 days of the date of the dispatch of the report to them, the matter be referred to the second stage.  The complainant may at any stage of an informal investigation request the investigation move to the second stage.      

5.2 Second Stage – Formal Investigation

• A request for a formal investigation should be made in writing either to the Regional Director of Foster Care or registered person.
• The complaint will be acknowledged in writing within seven working days including details of the proposed investigation.
• An Independent Person will be appointed to investigate the complaint.  This person will be independent of SWIIS Foster Care, will hold a professional social work qualification and have substantial experience in family placement.
• The Independent Person will interview all persons involved in the complaint and will have access to all SWIIS foster care policies and procedures and with relevant permission access to the foster carer’s and to the child/young person’s, files and records.
• The Independent Person will prepare a detailed report of their investigation, including conclusions and recommendations for the resolution of the complaint.  This report should be completed within six weeks of the Independent Person’s appointment, unless it is agreed with the complainant that this period may be extended.
• The Regional Director, registered person will consider the Independent Person’s report and write within ten days of its receipt to the complainant setting out their proposals for resolving the complaint.
• Details of the investigation/proposed resolution will be available for information to the fostering panel.  Details of any second stage investigation will be reported to the CSCI.

 This marks the end of the complaints process.