Complaints by Foster Carers

Policy Status

•  The Children (Guernsey and Alderney) Law 2008
• HSSD Complaints Policy
• Placement of Children (Guernsey and Alderney) Regulations
• Practice is based on and informed by best practice guidance from the United Kingdom jurisdictions including
• Fostering Services National Minimum Standards 2011
• Fostering Services (England) Regulations 2011

Key Points

• On approval foster carers should be made aware of the complaints procedure. This should be used by all foster carers and Social Workers throughout the process of any formal complaint.

• Every child in foster care should, without needing to seek permission or discussion, be able to contact their Social Worker or Independent Reviewing Officer and to do this in private.

• Children should have access to the Being Looked After Guide which gives them information about making representations and complaints.

• When foster carers are not satisfied with the service they have received from Guernsey HSSD they have the right to complain and receive a satisfactory response if:

(a)                   They have been unable to deal with the problem themselves informally involving the  Supervising Social Worker, Child's Social Worker                            or others,

(b)                   They believe the problem is important and they have not been able to resolve it  in any other way,

              (c)                    They feel the issue is having an adverse effect on them or the child living with them,

              (d)                   They have a complaint about a general fostering issue that is affecting a number of foster carers.

              (e)                   Complaints can be made on a child's behalf but this must be done using the HSSD Complaints Procedure.

Standards

• On approval foster carers are given information on the complaints procedure. Parents and young people have complaints leaflets made available to them through the Child's Social Worker.

• In the first instance any complaint should be discussed with the Supervising Social Worker or the Child's Social Worker. Staff should listen to what is said and try to resolve the complaint as it arises. If discussion does not resolve the issue there may be a meeting with the relevant Team Manager and/or Service Manager.

• If the matter still cannot be resolved, the complainant can make a complaint using the HSSD complaints procedure. Information regarding the complaints procedure should be given to the complainant.

• The detail of the complaint will be recorded and they will receive a letter of acknowledgement from the Chief Officer. The HSSD Complaints Procedure will be followed

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