Complaints by and for Children

Standards & Regulations

Training, Support and Development Standards for Foster Care:

Important Contacts

Children's Commissioner for England
Sanctuary Buildings
20 Great Smith Street

Help at Hand - free, confidential support and advice for Children in Care, living away from home or working with Children’s Services.

Tel: 020 7783 8330 (free phone number)

Piccadilly Gate
Store Street
M1 2WD

Tel: 0300 123 1231

See Care Standards Investigation.

If you have a complaint about the service see How Can I Make a Complaint against the Fostering Service.

You should not confuse complaints with allegations although there is sometimes an overlap. Any concerns in relation to a child who may be in need of protection must be dealt with under the Multi-Agency Safeguarding Children Procedures.

What a Complaint may be about

  • The foster placement.
  • The fostering service.
  • The Local Authority including the child’s social worker.
  • Something outside of this, like the child’s school/educational setting.

Your role is to;

  • Listen to the child/young person, take them seriously and try not to be defensive about what they are saying.
  • Tell others like the child’s social worker or your Supervising Social Worker - they might see something in the complaint that you don’t.
  • Try to help the child sort out the problem.
  • Advocate (speak on their behalf) for the child where appropriate (like a pushy parent). depending on their age, stage of development and understanding.
  • Where needed and after seeking advice help the child to access the formal complaints procedure for the fostering service and for their local authority.
  • Ensure that they get feedback on what happens.

Most issues can be sorted out informally through discussion with either the child’s social worker or your Supervising Social Worker, depending on what the problem is. Sometimes, the fostering service Manager may be the most appropriate person to speak to about the concerns.

How Complaints are Managed in the Formal Process

Stage 1:
At Stage 1, the complaint would be passed to the Manager with responsibility for the services provided to the child. The Manager would look at the complaint, and provide a response to you and the child, including what will be done to resolve the complaint. The Manager may arrange to visit you and the child to discuss the complaint.

Stage 2:
If after Stage 1 you and the child are still unhappy, you can ask that the complaint be investigated further by someone who is independent of the fostering service. They would the produce a report for the Service with their findings of the investigation and any recommendations on how to sort out the complaint. A Senior Manager within the fostering service will write to you and the child saying what will be done to sort out the complaint.

Stage 3:
Most complaints are sorted out after Stage 2, but in some cases, if you and the child are still not happy they can ask for the complaint to go to a Review Panel. A Review Panel makes decisions about the complaint, and may make other recommendations for the fostering service to think about. At Stage 3, a Service Manager has to respond to the Review Panel’s decision and any recommendations.

If you are still not satisfied you have the right to make representations to the Local Government and Social Care Ombudsman.