There are three steps to our complaints procedure which have been developed in accordance with SPSO requirements.
Complaint from a Foster Carer or child or young person:
1. Frontline resolution | We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem. We will give you our decision at stage one, in five working days or less, unless there are exceptional circumstances. If we can’t resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to stage two. You may choose to do this immediately or sometime after you get our initial decision.
2. Investigation | Stage two deals with two types of complaints: those that have not been resolved at stage one and those that are complex and require a detailed investigation.
When using stage two we will:
Acknowledge receipt of your complaint within three working days;
We may contact you to discuss your complaint. This may happen if we need additional details from you to understand why you remain dissatisfied and what outcome you are looking for;
Give you a full response to the complaint as soon as possible and within 20 working days.
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
What if my complaint isn’t resolved?
The Care Inspectorate encourages people to complain directly to the organisation they receive a service from. However, some people are not comfortable doing this and to support them the Care Inspectorate will take complaints about care services directly. Contact details for the Care Inspectorate can be found on their website: www.careinspectorate.com.
After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it. Visit their website for more information www.spso.org.uk. If your complaint is not attributed directly to our fostering service, the complaint, comment or concern should be directed to the Chief Executive Officer at email@example.com or on 0333 577 1234.