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Children and Young People

with Independent Foster Care Services

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Complaints

Your complaints, concerns and views are very important, and will help us do our job better. We want to hear from you.

You can make a complaint, express your concerns or have your say in a number of different easy ways.

If you wish to contact your Social Worker, or anyone within Independent Foster Care Services, you can phone using the information on your Main Contact Card and Personal Contact Card, which are in your welcome pack. Alternatively, you can use the main contact card online.

Show me the main contact card

Complaints procedure

To make a complaint use the Complaints Forms in your pack. Stamped addressed envelopes are also in this pack. Or alternatively you can get more Complaints Forms from this page, and either print them out to complete by hand and post,

View IFCS complaints form (44Kb pdf)

or fill them out on the computer and email to the professional or organisation you want to on your set contacts list. Please look at the Internet Services Guide in your pack to see how to do this.

Fill in on-line IFCS complaints form

The three steps to the Complaints Procedure are:

STEP 1

Your Complaints Form will be given to the IFCS Social Worker who, after reading it carefully, will talk to you, make an agreement with you on what should be done, and then do it. If this is impossible your Complaints Form will be passed to Step 2.

If your complaint is about the IFCS Social Worker or Education Support Worker it will automatically go to Step 2.

The first step will take five working days.

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STEP 2

Your Complaints Form will be passed to the Service Manager, who will interview you, and others if that is felt OK. The Service Manager will decide on what should be done, and discuss this plan with you. If you do not agree with the Service Manager then your Complaints Form will go to Step 3 of the Complaints Procedure.

If your complaint is about the Service Manager it automatically goes to Step 3.

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STEP 3

Your Complaints Form will be sent to the Business Manager of Independent Foster Care Services who, with the chair person of the Foster Panel, will read it carefully, talk to you, read any past action plans that were suggested, possibly talk to others if that was OK, and decide on what should be done.

The Business Manager and Fostering Consultant will write to you with their decision.

If you are not happy with their decision you can contact the Care and Social Services Inspectorate for Wales or the Children's Commissioner for Wales, by email from your webpage on the Independent Foster Care Services (IFCS) website, or by post using the stamped envelopes and addressed labels in this pack, or by phone using the numbers written on your Main Contact Card.

Show me the main IFCS contact card

This third step will take five working days.

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Complaints against the Business Manager

All complaints against the Business Manager are investigated by the chair person of the Foster Panel.

You can write out your complaint on one of the Complaints Forms in your welcome pack, and post it to the chair person of the Foster Panel using the stamped envelopes and addressed labels also in your pack.

Alternatively, you can email a Complaints Form straight to our Independent Foster Care Consultant from this web page.

Fill in on-line IFCS complaints form

Our Independent Fostering Consultant will carefully read your complaint, talk to you, talk to others if OK, agree with you on what should be done and then do it. Finally, she will write a report on your complaint and what was done to the Care and Social Services Inspectorate for Wales.

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We respect the information you give us

We will learn to do our jobs better by whatever you say to us. We value what you say and listen extremely carefully.

Partly, because your views are so valuable, we write down a lot of what you say and do and keep all this information on a file. This file will be given to your Social Worker when you leave foster care with us.

Information on this file may also be given to other professionals who are directly involved in looking after you. We do not keep secrets, and will share information on the file if it is going to help a professional give you a better service or will help keep you safe. You can also see any information we record on your file at any time.

We will not give out information on your file to anyone who asks, but will respect this information as very valuable to helping you get the very good care you have a right to.

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