How Can I make a Complaint Against Foster for Bradford?

Introduction

Foster for Bradford is Bradford Children and Families Trust’s fostering service. Foster for Bradford recognises that there may be times when current or prospective foster carers are unhappy with some aspects of fostering that effect them directly.

If this situation occurs, we hope that you would feel able to discuss this with your Supervising or Assessing Social Worker, or a Fostering Team Manager in the first instance, who will try to resolve the problem with you. If you remain dissatisfied or feel that the issues have not been resolved, then it is your right to make a formal complaint to the fostering service.

You can, however, make a formal complaint straight away if you prefer.

Informal Complaints/ Raising a Concern

There are different sorts of complaints that need to be dealt with differently:

• If you are helping a child or young person in your care to complain or, want to complain on their behalf, please see: Complaints By and For Children Guidance;
• For complaints made about a decision made by the Agency Decision Maker or a recommendation made by the Fostering Panel, please see: Reviewing my Approval and Appeals Procedure;
• Serious complaints about the fostering service, see: Whistleblowing Procedure;
• Other complaints about Foster for Bradford, see below.

Complaints about Foster for Bradford

This chapter explains the complaints process for Foster Carers who wish to formally raise their dissatisfaction with Foster for Bradford or make a complaint which directly relates to a Foster Carer who is registered with Foster for Bradford.

The Fostering Service will ensure that no person who is the subject of a complaint takes part in the investigation unless the registered person of the Fostering Service considers it appropriate. If the complaint is in relation to the registered person, a suitably qualified and experienced person who is totally independent of the Fostering Service, will be appointed as Complaints Officer to deal with the complaint.

You will not be subject to any reprisal for making a complaint or representation.

Complaints will be treated seriously and the Fostering Service will respond to them clearly and fairly. The process around a complaint will be explained to you, including the timeframes involved.

You should be given a copy of the outcome of the complaint and what action if any will be taken to improve  any practice changes and service improvements will be explained to you. Also there should be a clear outcome to the investigation.

The placing and/or host authorities are engaged as necessary during the complaints process.

Tips for Making a Complaint

The Local Government and Social Care Ombudsman offer the following advice for complainants:

Don't delay

• Make your complaint as soon as possible after the event. It is much easier to remember all the details;
• If you are unhappy with the reply, you may have the opportunity to take your complaint to a second stage. Again, do this as soon as possible and explain why you are not happy with the first reply.

Check what you need to do and be clear you are making a complaint

• Make sure you are complaining to the right person /department. Your supervising social worker should be able to tell you who you need to contact to make a complaint.

Put it in writing

• It is helpful to put your complaint in writing if you can. Make sure to write 'complaint' at the top of your letter or email, so there can be no doubt.

Be clear and brief

• Cover all the relevant points, but be as brief as you can;
• Make it easy to read by using numbered lists and headings to highlight the important issues;
• Give your contact telephone and email details, as well as your address. Then, if the person dealing with the complaint needs more information, he or she can contact you and ask.

Provide evidence

• Send copies of relevant documents – but only those that will help the complaint officer understand your complaint or provide evidence to support it. Make sure you keep copies yourself - you may want to keep any original documents and send copies of these with your complaint;
• Keep notes of any telephone calls about the complaint, including the name of the person you spoke to. This may be important later.

Be clear about what you want

• Explain clearly what you hope to achieve by complaining. But be realistic: your request needs to be fair and in line with to the problems you have had.

Be polite

• Whether writing or speaking to a complaint officer, try to remain polite and calm.

Respond appropriately

• Respond appropriately if asked to do so by the complaint officer. Read any letters and documents that are sent to you. If you cannot reply within the stated timescale, tell them why and ask for more time.

Be patient

• It may take some time for your complaint to be considered. Don't be afraid to chase politely if nothing seems to be happening to progress matters.

Complaints Process - An Overview

Formal complaints should be made in writing. The Fostering Service will always try to deal with this informally - see above section. This does not mean that you are not being taken seriously; it is because the complaint is more likely to be able to be dealt with quickly and to your satisfaction when it is dealt with in this way. This is known as a Stage 1 complaint. All complaints are recorded by the Fostering Service and the Fostering Service Manager monitors them.

Complaints to Foster for Bradford can be emailed to: Fostering.complaints@bradfordcft.org.uk

Or

Sent via post to:
Fostering Complaints
Level 2, Sir Henry Mitchell House
4 Manchester Road
Bradford
BD5 0QL

How will I know that my complaint has been received?

Upon receipt of your email or letter, the investigating officer will contact you to confirm receipt of your complaint and notify you of the date you can expect to receive the formal response. This will happen within 1 working day of your complaint being received.

When can I expect a response to my complaint?

Your complaint will be investigated and responded to by a fostering team manager, this is considered a Stage 1 complaint.

Most complaints will be formally responded to within 10 working days of receipt by Bradford Fostering Service.

There may be some circumstances whereby additional time is required, for example, if a person with key information to inform the complaint investigation is unavailable due to leave or sickness.

If this is the case, the investigating officer will contact you at the earliest opportunity to advise you of this and provide you with a date you can expect the response to your complaint.

What happens if I am not satisfied with the response I receive to my complaint?

Stage 2

If upon receipt of the response to your complaint you remain dissatisfied or believe that the response is incomplete, you have 10 working days to request in writing or via email that the complaint is escalated to Stage 2. This request will then be reviewed by the fostering service manager along with your original complaint and the Stage 1 response. The fostering service manager will either uphold the Stage 1 response if it is assessed that the complaints are fully addressed and responded to, or they will identify areas that require further investigation. Any further investigation will be undertaken by the fostering service manager within 10 working days of the request for Stage 2 being received and a written response provided to you.

Stage 3

If upon receipt of your Stage 2 response you remain dissatisfied or believe that the response is incomplete, you have 10 working days to request in writing or via email that the complaint in escalated to Stage 3. This request will then be reviewed by the head of service responsible for the Fostering Service alongside your original complaint, the Stage 1 response and the Stage 2 response. The head of service will either uphold the Stage 2 response if it is assessed that the complaints have been fully addressed and responded to, or they will identify areas that require further investigation. Any further investigation will be undertaken by the head of service within 28 working days of the written escalation request being received and a written response provided to you.

Again there may be some circumstances whereby additional time is required, if this is the case the fostering service manager or head of service (depending on stage) will contact you at the earliest opportunity to advise you of this and agree a date that you can expect to receive a written response to your complaint.

What can I do if I am still not satisfied with the response I receive to my complaint after Stage 2 and Stage 3 escalation?

In the event that your complaint is not resolved to your satisfaction, you will be able to contact the Local Government and Social Care Ombudsman, but they will refer you back to the local authority if you have not used all three stages of the local authority’s complaints process in the first instance. The Local Government and Social Care Ombudsman contact details are:

PO Box 4771
Coventry
CV4 0EH
Phone: 0300 061 0614
Website: www.lgo.org.uk

See also: Submitting an online complaint.

Ofsted

Ofsted inspect fostering agencies in relation to the National Minimum Standards. If you have a serious concern about the Foster for Bradford Service, you can contact Ofsted. You can also contact Ofsted if you are not satisfied with the Foster for Bradford's response after you have followed its complaints procedure or you feel unable to contact the service concerned about this particular issue.

Complaints may be made to Ofsted as the Regulatory Authority. Their contact details are:

Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD

Tel: 0300 123 4666
Email: CIE@ofsted.gov.uk

See:

Complain about a provider Ofsted inspects or regulates

Complaints form

You can also contact the Children’s Commissioner for England

However, Ofsted will not be able to consider any complaints until this internal Complaints process has been fully completed.