How are complaints handled when transferring fostering agencies?

Complaints made during a transfer should be dealt with through the relevant organisation’s formal complaints procedure, with responsibility determined by what the complaint concerns and when the events took place. A complaint about the previous agency’s supervision, records, payments or decisions will usually be considered by that agency, while concerns about the new agency’s conduct after the transfer will normally be handled by the new agency.

Some complaints involve both agencies. For example, a disagreement about the handover of records, support arrangements or outstanding payments may require information from the previous and new agencies. In this situation, ask both agencies to confirm who is leading the investigation, what information will be shared and how you will receive the outcome. You should not have to submit the same complaint repeatedly simply because your transfer is in progress.

Start by checking the complaints procedure. It should explain:

• how to make a complaint and who to send it to;
• the difference between an informal concern and a formal complaint;
• who investigates complaints about staff, social workers or managers;
• how the agency will keep you informed;
• how decisions are reviewed or appealed; and
• what external routes may be available if the internal process does not resolve the matter.

You can raise a concern informally with your supervising social worker or the relevant manager if you believe it may be resolved quickly. Use the formal process where the issue is serious, has continued, involves a conflict of interest or has not been resolved informally. A formal complaint is usually best made in writing so there is a clear record of the points being investigated.

Set out the facts clearly. Include the dates of relevant conversations, the names or roles of people involved, copies of important correspondence and the outcome you are seeking. Explain how the issue has affected you, the child in placement or the transfer arrangements. Avoid including unnecessary personal information about other children or families. Keep copies of everything you submit, together with notes of meetings and telephone calls.

The agency should acknowledge the complaint, investigate it objectively and provide a written response under its own procedure. The response should address each point, explain the evidence considered, identify any findings and set out actions where the complaint is upheld. If the agency does not uphold the complaint, it should still explain the reasons rather than simply stating that no action will be taken.

Complaints do not automatically stop a transfer or end a foster placement. However, you should ask how the complaint will be managed alongside the transfer, particularly if it concerns supervision, financial arrangements, training, records or the support available to a child. Any change to the transfer plan should be explained to you, including who remains responsible for particular tasks while the agencies are handing information over.

Safeguarding concerns are dealt with separately from an ordinary complaint. If you believe a child is at immediate risk, contact the relevant social worker and placing local authority straight away. Do not wait for a complaints investigation. An allegation about a foster carer or another person’s conduct may also need to follow safeguarding or allegations procedures rather than the standard customer complaints route.

Where the complaint concerns a child’s care, the child should be given information in a way they can understand and should be supported to express their views. Children and young people may have their own complaints rights through the placing local authority. An independent advocate may be appropriate, particularly where a child finds it difficult to speak directly to professionals.

If you are unhappy with the response, follow the next stage stated in the agency’s procedure. This may involve asking a senior manager to review the investigation or submitting an appeal within a stated period. If the concern relates to a local authority service, the authority will have its own complaints arrangements. Regulatory bodies may be able to consider concerns about whether an agency is meeting required standards, although they do not usually act as a substitute for the agency’s own investigation or award personal compensation.

Before submitting a complaint, check whether it is about the previous agency, the new agency, the placing local authority or more than one organisation. Identifying the correct organisation, separating safeguarding issues from service complaints and keeping a dated record will usually make the process clearer. You can also ask for help from an independent adviser, advocate or solicitor if the complaint is complex or involves a dispute about your rights or a child’s welfare.