3.11.11 Complaints from Foster Carers

Contents

1. Complaints from Foster Carers on behalf of a Child/Young Person
2. Complaints from Foster Carers in their own right

1. Complaints from Foster Carers on behalf of a child/young person

The Foster Carer and the childcare Social Worker should explain to the child/young person in an age appropriate way that they have a right to make a complaint and how they make a complaint.

Where a child is unable to complain due to their age or disability but the Foster Carer believes that it is in the child's best interests to make a complaint, the carer should raise any concerns with their Supervising Worker who, together with the appropriate child care Social Worker (when necessary), will address those concerns within ten working days.

If the Foster Carer is dissatisfied with the response they have received, then they should contact the Customer Care Manager who will ensure that the complaint is processed as per the Blackpool Council's Compliments, Comments and Complaints Procedure for Children and Young People.

2. Complaints from Foster Carers in their own right.

Foster Carers may wish to complain about issues, which relate to their own treatment.

Initially Foster Carers need to raise any concerns with their Supervising Worker who will address the concern and discuss with the Manager of the Fostering Team.  Contact will be made from the Manager to the Foster Carers where the concern might be resolved.

If the Foster Carer remains dissatisfied then they should contact the Customer Care Manager.

In line with Blackpool Council's Compliments, Comments and Complaints Procedure, on receipt of the complaint the Customer Care Manager will acknowledge the complaint (ideally within five working days) and pass the complaint the Manager of the service concerned.  The Manager will respond to the complaint ideally within ten working days (maximum 28 working days).

If the Foster Carer remains dissatisfied they should be advised to contact the Customer Care Manager.  The Customer Care Manager will arrange to meet with the Foster Carer and where appropriate the Fostering Service or the Social Work Team Manger, to clarify the complaint and seek a resolution.  The Foster Carer may choose to have a friend or representative present at the meeting.  Where a resolution is not achieved then the complaint will be processed as per stage two of the Social Services Complaints Procedure.  This involves the Customer Care Manager, together with an Independent Person, investigating the complaint and producing a report within twenty-eight days of the complaint being registered.  The Customer Care Manager will then arrange to meet with the Independent Person to decide the content of the Director's formal response and the action to be taken in light of any recommendations made.  A copy of the response and the report will then be sent to the Foster Carer.

If dissatisfied, the Foster Carer can proceed to stage three of Blackpool Council's Compliments, Comments and Complaints Procedure.  The Review Panel is established and consists of two Councillors and an Independent Chair, whose role is to review Blackpool Council's formal response to the complaint and if appropriate make recommendations to the Director of The Children and Young People Department.

For further information concerning the Social Services Complaints Procedure contact the Customer Care Manager at Seasiders Way on (01253) 651950.

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