Complaints

The agency has a simple, easy to use complaints procedure which is available to the children in place, their parents, the carers and staff working for the agency.

The procedure involves three stages:

1. Informal where the complainant can either discuss their complaint with the Supervising Social Worker or Manager or put it in writing.

2. Formal where meetings will be arranged to try to resolve the complaint. These will be recorded.

3. Appeals where the complaint can be taken to an Independent Mediator or Ofsted.

The management undertakes to respond rapidly to any complaint no matter how small in order that any issues are addressed. Any complaints must be given to the carer’s supervising development worker or the manager. Should a complainant not be satisfied with the outcome of their complaint then they can contact Ofsted who will initiate an independent complaint enquiry which will ensure that the complaint is reviewed and a decision reached by an independent panel.

What to do if you are not happy

It is important you are treated fairly and looked after well. If you think you are not being looked after well or something is making you unhappy, you must tell your social worker or foster carer.

It is important to us that you are happy and your wishes and feelings must be listened to.

A support worker from Plus One will visit you every month. They will ask you how you are and if there is anything you are unhappy about. You can tell the worker if you are not happy. They will then try and help with any problems you may have.

If you really do not want to talk to your carer, social worker or support worker, we can arrange for you to see someone who does not know the carer or social worker. This person is called a child’s advocate. They work with children who are unhappy about things.

At the back of this guide there is page for you to complete if you are not happy about something. There is also an envelope for you to put the page in and post to us. The envelope does not need a stamp. You can ask your carer for help when you are filling the page in, or if you like you can do it yourself.

The person who receives the letter will help sort things out for you.

If you have any questions please ask your foster carer or speak to a support worker from Plus One. You can contact us on 0121 356 9580.