COMPLAINTS AND REPRESENTATION
Subari endeavors at all times to promote positive communication and partnership between all those involved in foster care. Our best hope is that any concerns and or representations can be expressed with ease and confidence with the expectation that issues raised will be responded to quickly and informally.
Our primary aim is to listen to those that use our service and attempt to resolve problems and difficulties in an atmosphere of mutual care and respect.
A complaint may be generally defined as “an expression of dissatisfaction or disquiet about the actions, decisions or apparent failings of an individual or the organisation which requires a response”.
The following principles guide the Complaints Procedure:
Complaints and representations are welcomed as an important part
of improving our service and ensuring quality.
We have a commitment to making changes to our services where a
complaint or representation shows a need for change.
We are committed to ensuring that our complaints system is
accessible and available to everyone.
Establishing what the complaint is, together with the desired
outcome at an early stage, can lead to a better resolution for all
involved.
We are committed to responding to complaints speedily and,
wherever possible, to achieving an outcome which is agreeable to
the complainant.
We aim to achieve the easiest, least stressful way to involve the
complainant in the complaints process.
We are committed to assisting and supporting children and young
people to make a complaint or representation to the organisation
and ensuring that they have a clear understanding that they will not
be subject to any reprisals for doing so.
Who Can Make a Complaint or Representation
Anyone who has come into contact with our organisation including but not exclusively, children and young people, parents, foster carers, social workers, local authorities, health, staff and independent workers.
Where a complaint is received from a representative acting on behalf of a child or young person, Subari will, if appropriate, confirm where possible that the complaint submitted reflects their views.
How Can You Make a Complaint or Representation
Representations can be made in verbally or in writing by anyone who has an interest in the fostering service. An acknowledgment of the complaint will be sent. There are two stages to the complaints procedure, an informal stage and a formal stage. Please click here to read the full complaints and representation policy.
If following the outcome of the investigation, the complainant
remains dissatisfied they will be advised of their rights to contact the organisation’s inspection body:
Ofsted
National Business Unit
Piccadilly Gate
Store Street
Manchester
M1 2WD
Tel: 0300 123 1231