We have procedures for making compliments, suggestions and complaints based on the following principles.
- ensure open access to all procedures
- adhere to The Fostering Network equal opportunities policy
- carry out an impartial review of all complaints
- require positive action on the part of The Fostering Network’s senior management team and board of trustees in response to justified complaints
- aim to resolve all complaints satisfactorily where possible
- keep an open mind with regard to all suggestions
regard compliments, suggestions and complaints as a way of continuously improving our services.
Procedures for compliments, suggestions and complaints
1. To give a compliment
It is of enormous value for us to hear of any positive experiences that you have had while involved with The Fostering Network. If you would like to pay us a compliment, please write to us or send us an email. You can send your compliments to the individual you have been in contact with, to our general enquiries team or to our chief executive.
2. To share a suggestion
Suggestions for how we might improve any aspect of our service are always welcome. If you have a suggestion for us, please contact the relevant country office (find contact details here) or write to the chief executive clearly stating your suggestion, which part of the service it relates to, and the benefits you believe the suggestion would offer to our members, to fostering, or to the organisation.
3. To make a complaint
A complaint is defined as ‘the expression of dissatisfaction concerning the service provided by The Fostering Network, or of the actions of an individual providing that service’.
We recognise that sometimes raising a concern may not be enough and that you may wish to take the matter through our complaints procedure.
If you have any questions about our complaints procedure, please get in touch by emailing firstname.lastname@example.org or calling 020 7620 6400.
Note on anonymity and confidentiality
While The Fostering Network accepts complaints that are made in confidence, please note that this can make investigation of a complaint difficult.
If there is any indication that a complaint involves a child being at risk of harm, The Fostering Network will pass on the information to the statutory agencies.