What complaints process should Birmingham foster carers expect?

A Birmingham foster carer should expect their agency to have a written complaints policy that explains how concerns are submitted, assessed, investigated and reviewed. The policy should distinguish between a routine service complaint, a safeguarding concern, an allegation about a foster carer and a complaint made by a child or young person, because each may require a different response.

Before making a complaint, check the agency’s policy or ask your supervising social worker where it can be found. It should identify the person or team responsible for receiving complaints, explain whether complaints can be made verbally or in writing, and set out the stages of escalation. You should not be expected to raise a concern only with the person involved in it; an alternative contact should be available where that would create a conflict of interest.

A useful complaint normally includes:

• the dates, locations and people involved;
• a factual description of what happened;
• the effect the issue had on you, the child or the placement;
• any steps already taken to resolve it;
• the outcome you are seeking; and
• copies of relevant messages, records or other evidence.

Keep a copy of what you submit and make a note of conversations about the matter. If you raise the concern verbally, ask for it to be written down and confirm that the record accurately reflects what you said. A complaint should not be dismissed simply because you first mentioned it informally, although the agency may ask you to use its formal procedure if the matter cannot be resolved at that stage.

The agency should consider whether the concern indicates an immediate risk to a child. Safeguarding concerns should be reported through the appropriate safeguarding route without waiting for the ordinary complaints stages. If a child is in immediate danger, contact the emergency services. For concerns about a child’s welfare that are not an immediate emergency, contact the relevant local authority children’s services as well as following the agency’s safeguarding instructions where appropriate.

Complaints involving a foster carer, household member or member of staff may need to be handled separately from an ordinary complaint. For example, an allegation about a foster carer may lead to formal safeguarding, employment or fostering procedures, with information shared only with people who need it for the investigation. This can limit the detail the agency is able to give you about another person’s circumstances. It should still explain the process that applies to your concern and tell you how it will keep you informed within the limits of confidentiality and data protection.

During an investigation, ask how the complaint may affect the child’s placement and who your point of contact will be. The agency should consider practical support for the child and foster family, including whether another worker should communicate with you where the usual arrangement is affected by the complaint. Making a complaint should not, by itself, be treated as a reason to disadvantage a foster carer or child. However, information that raises a safeguarding concern must be acted upon appropriately, even where it is disputed.

The outcome should normally explain what was considered, what evidence was relied upon, whether the complaint was upheld in full or in part, and what action will follow. A remedy might involve correcting a record, reviewing a decision, improving communication, providing an explanation or changing a practice. The response should avoid disclosing confidential information about other children, foster carers or employees.

If you disagree with the outcome, the next stage may involve a senior manager or an independent person who was not involved in the original decision. Check whether the review considers the handling of the complaint as well as the original issue, and note any deadline for requesting it. If the agency’s procedure has been completed and you remain concerned about standards or safeguarding, you can ask the agency which external route is appropriate. Ofsted may consider information about a registered fostering provider, but it does not usually act as an appeal body to resolve an individual complaint or award compensation.

For a child or young person, the process should be explained in language they understand, with access to an independent advocate where appropriate. A foster carer can help a child identify safe adults and understand their options, but should not influence what the child says. Ask the child’s social worker or the agency for information about advocacy and children’s complaints arrangements.

When comparing fostering agencies, ask to see their complaints policy and clarify who investigates complaints, how independence is maintained, how allegations are separated from ordinary service concerns, and what support is available during an investigation. These questions can help you understand the agency’s accountability arrangements before you apply or accept a placement.