What should I ask about a fostering service’s complaints procedure?

A fostering service’s complaints procedure should explain how concerns are received, categorised, examined and used to improve practice. Before choosing an agency, ask questions that show whether the process is accessible, independent enough for the issue involved, safe for children and clear about the difference between a complaint, a safeguarding concern and an allegation.

Ask who is entitled to complain. A sound procedure should explain whether complaints can be made by foster carers, children in foster care, birth relatives, applicants, professionals and people acting on someone else’s behalf. Check whether a child can complain without relying on their foster carer or another adult to do it for them. It is also useful to ask how the service supports a child who has communication difficulties, limited literacy or another reason for needing help to express their concern.

Ask how the service deals with different types of concern. Not every concern follows the same route. Find out how the agency distinguishes between:

• a complaint about the quality or administration of the service;
• a safeguarding concern about a child’s welfare;
• an allegation about a foster carer, member of staff or other adult;
• a disagreement with a decision made during assessment, approval or review; and
• a concern about another organisation involved in a child’s care.

This distinction matters because a complaint process must not delay action to protect a child. Ask what happens if information received as a complaint suggests that a child may be at risk, and which safeguarding or professional route takes precedence.

Ask who is independent from the original decision. An effective process should not leave the person who made the decision as the only person reviewing the complaint. Ask whether a manager who was not involved initially can examine it, when a separate panel or independent investigator may be used, and how conflicts of interest are identified. If the complaint concerns senior management or the registered manager, ask who has authority to oversee it.

Ask what evidence will be considered. The procedure should explain whether the investigator will review relevant records, speak to the people involved and consider information supplied by the complainant. Ask whether you can submit documents, identify witnesses and comment on an account that you believe is incomplete or inaccurate. You should also ask whether the agency keeps a clear distinction between fact, opinion and unsubstantiated information.

Ask how privacy is protected. Complaints about fostering may involve sensitive information about children, carers, birth families and professionals. Find out how personal information is stored, who will be told about the complaint and what information can be shared with other agencies. The service may not be able to disclose every detail of its findings where another person’s privacy is involved, so ask how it will explain the outcome without revealing information it is not permitted to share.

Ask whether you can complain anonymously. An anonymous complaint may be difficult to investigate fully, but the agency should explain how it will assess the information and whether it can act on it. You can also ask whether a person may request that their identity is withheld from particular individuals, while understanding that this may not always be possible where fairness or safeguarding requires disclosure.

Ask about communication and practical support. Check whether the procedure is available in an accessible format and whether you can use an interpreter, advocate or another form of assistance. Ask how the agency communicates with children and people who do not use English as their first language. A person should understand what will happen to their concern and what information they need to provide, rather than being disadvantaged by the format of the process.

Ask what happens if the issue involves another organisation. A fostering service may work alongside a local authority, health professional, education provider or other agency. Ask whether the service will explain which organisation is responsible for investigating a particular matter and whether it will help you identify the correct route. Where responsibilities overlap, ask how information is shared so that the concern is not passed between organisations without proper consideration.

Ask how complaints affect fostering applicants and approved carers. If you are being assessed or already fostering, clarify whether making a complaint can affect your assessment, approval, placement or access to support. The agency should be able to explain how it prevents a person from being treated unfairly for raising a genuine concern, while also making clear that safeguarding action or a separate assessment may still be necessary when new information arises.

Ask how learning is recorded and acted upon. Complaints should not be treated only as individual disputes. Ask whether the service reviews themes and recurring issues, records actions arising from complaints and checks whether improvements have been implemented. You can also ask whether lessons are considered in reviews of policies, training, supervision and safeguarding practice.

Finally, ask where you can take the matter if the agency’s own process does not resolve it. The appropriate next step will depend on the nature of the concern and may involve an external regulator, the placing authority, an independent reviewing route or another statutory complaints process. A responsible fostering service should be able to explain these boundaries clearly, without suggesting that its internal procedure replaces external safeguarding or regulatory responsibilities.