We want to hear your thoughts

We welcome all feedback on our fostering services, including compliments, complaints and suggestions


In addition to this compliment form, you can contact either one of the local offices, Team Managers or our head office on 01383 842284. Only the basic fields on this form are mandatory and you are under no obligation to provide any personal information.

    Your compliment

    Please complete your contact details so we can respond to your compliment.

      Your complaint

      If your complaint involves a child being at risk of harm, please do not use this form and contact us immediately through your local office or if the office is closed contact our On-Call Service on 07760755865.

      Please complete your contact details so we can respond to your complaint.


      We are always looking for ways to improve the services Swiis Foster Care offer and welcome any comments you have. Please use this form if wish to complain about any aspect of our services. This could be about services for children, young people, or carers. If you have a suggestion, please use our contact form.

      In addition to completing this form, you can also write to your local office, call them, or speak to a member of our Scottish Headquarters team on 01383 842284.

      Complaints procedure

      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 tim.notchell@swiis.com or on 0333 577 1234.