Complaints by and for Children

If you are a child and want to complain, your foster carer can help you make a complaint as can your social worker or the  Independent  Reviewing Officer.

Remember it is your right to complain if you are not happy about anything.

You will not be treated negatively if you make a complaint.

Your complaint will be taken seriously. Complaints and feedback are important to understand when we have got things wrong. We learn from complaints and use this information to make changes to our services. What will happen will be explained to you.

Any action agreed will be explained to you.

Your foster carer/social worker can explain what could be a complaint and what could be an allegation and a safeguarding matter.

An advocate can help a child or young person make a complaint. All children and young people under 18 are entitled to an advocate to help them make a complaint. Details of East Sussex County Council’s Advocacy service can be found here.

If you want to make a complaint about the fostering service, see: How Can I Make a Complaint against the Fostering Service.

It is important not to confuse complaints with allegations although there is sometimes an overlap. Any concerns in relation to a child who may be in need of protection must be dealt with under the Multi-Agency Safeguarding Children Procedures.

• The foster placement;
• The Fostering Service;
• East Sussex County Council  including the child’s social worker;
• Something outside of this, like your school/educational setting.

Foster carers should understand that helping a child to complain can be a positive step. It means that the child wants to be heard and has:

• Thought about the situation;
• Decided that something is not right;
• Wants to do something about it.

Your role is to:

• Listen to the child, take them seriously and be open to what they are saying;
  inform the child’s social worker or your Supervising Social Worker;
• Listen and ask open questions;
• Advocate (speak on their behalf) for the child where appropriate. depending on their age, stage of development and understanding;
• Help the child to access the formal complaints procedure for their local authority;
• Help the child access the advocacy service;
• Ensure that they get feedback on what happens.

Most issues can be resolved informally and speedily. Talk to the child's social worker or your Supervising Social Worker in the first instance. Sometimes, the Fostering Service's Manager may be the most appropriate person to speak to about the concerns.

Children should also be aware of other national support they can access such as:

• NSPCC;
• Childline.

When you make a complaint, there is an initial validation process. The Local  Authority may see if there is a resolution they can offer without having to go through a formal process.

If they cannot resolve your complaint they will investigate it. They will review the relevant records, speak to staff and the service manager, and may ask you for more information. The complaints team will respond to your complaint within 20 working days. They will let you know whether they agree that something has gone wrong. If it has they will let you know what will be done to put it right and prevent it from happening again.

Information and guidance about how to make a complaint is online. See: Children’s Services Complaints Policy (East Sussex County Council).

The policy explains that complaints may be considered under the statutory or non-statutory route. This depends on what is being complained about. The policy explains this and details how you can escalate your complaint if you are unhappy with the Local Authority’s response.

You can contact the Local Government and Social Care Ombudsman if you are unhappy about how your complaint is handled.

How to make a complaint:

• Online form;
• Email: csdfeedback-icw@eastsussex.gov.uk;
• Phone: 0345 60 80 192 (open 10am-3pm Monday-Friday).

With regards to Fostering Services with an Independent Fostering Agency you can contact Ofsted if you have continued concerns about the service.

Complaints may be made to Ofsted as the Regulatory Authority. Their contact details are:

Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD
Tel: 0300 123 4666
E-mail: CIE@ofsted.gov.uk

Click here for information on how to complain to Ofsted about a provider they inspect or regulate.

Click here for the online complaints form.

However, Ofsted will not be able to consider any complaints until this internal Complaints process has been fully completed.

You can also contact the Children's Commissioner for England.

See also: Involving Children in Decision Making.