Fostering Options endeavors at all times to promote positive communication and partnership between all those involved in foster care. The organisation therefore hopes that any concerns and representations can be expressed easily, with confidence and in the expectation that they can be responded to quickly and informally
Our primary aim is to listen to and attempt to resolve problems and difficulties between ourselves in an atmosphere of mutual care and respect
A complaint may be generally defined as “an expression of dissatisfaction or disquiet about the actions, decisions or apparent failings of the organisation which requires a response”.The following principles guide the Complaints Procedure:
The expectation is that the majority of complaints should be considered (and resolved) at Stage 1
At Stage 1, we will discuss with the complainant their concerns and attempt to address the complaint as quickly as possible and find a way forward. Most Stage 1 complaints should ideally be concluded within ten working days, however this may not always be possible and therefore the aim will be for a conclusion to be reached within a maximum of 20 working days
If the matter is resolved, the organisation will write confirming the agreed resolution
Where the matter is not resolved locally, the complainant has the right to request consideration of the complaint at Stage 2. This request should ideally be received by the organisation within 20 working days so that momentum in resolving the complaint is not lost.
Consideration of complaints at Stage 2 is normally achieved through an investigation conducted by an Investigating Officer
The investigation should be completed and the response sent to the complainant ideally within 25 working days. However, this may be impractical in some cases, e.g. where the complaint involves several agencies, all or some of the matters are the subject of a concurrent investigation (such as a disciplinary process), if the complaint is particularly complicated or if a key witness is unavailable for part of the time.
Where it is not possible to complete the investigation within 25 working days, Stage 2 maybe extended to a maximum of 65 working days. Where a response in 25 working days is not feasible the organisation will inform the complainant as soon as possible in writing of:
The Review Panel will not reinvestigate the complaints, nor will it be able to consider any substantively new complaints that have not been first considered at Stage 2
Complainants have the right to bring a representative to the panel to speak on their behalf.After the Panel the organisation must endeavour to send its response to the Panel’s recommendations to the complainant (and other participants as necessary) within 15 days of receiving the Panel’s report
If following Panel, the complainant remains dissatisfied they will be advised of their rights to contact the organisation’s inspection body
Tel: 0300 123 1231