We want to hear your thoughts

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

Compliments

In addition to this compliment form, you can contact either one of the local offices, Registered Managers or our head office on 0333 577 1234. 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 on 0333 577 1234.





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





Complaints

We are always looking at 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 central team on 0333 577 1234.

Complaints procedure

There are three steps to our complaints procedure which have been developed in accordance with the Fostering Services Regulations 2011 (Reg 18) and National Minimum Standards (Std.1. and 21.11).
Complaint from a Foster Carer or child or young person:

  1. 1. You, or someone on your behalf, makes a verbal complaint to Swiis. This is passed to the relevant Registered Manager. Your Social Worker is informed and Swiis will attempt to resolve the issue with you. If you are unhappy with the resolution you can ask for the matter to be looked at further.
  2. 2. You will be helped to put your complaint in writing, either by yourself or a person you nominate. An investigating officer – usually the Registered Manager – would be appointed. Once the investigation is completed, any agreed action is carried out and a report is written. If you are unhappy with the resolution, you can ask for the matter to be looked at further.
  3. 3. A review panel is requested and a meeting with panel members is held to discuss the issue. Once the investigation is completed you, your representative(s) and any other involved parties would receive the outcome in writing, and any agreed action would then be carried out.
  4. While complaints can be made in confidence, this can make investigation of a complaint difficult. If there is any indication that a complaint involves a child being at risk of harm, Swiis Foster Care will pass on the information to the statutory agencies. All complaints are treated with the strictest confidence. You will not be discriminated against for making a complaint.

What if my complaint isn’t resolved?

If your complaint is about an aspect of our foster care service, you can complain to Ofsted. Ofsted is the independent regulator and can look into your concerns. You can call them on 0300 123 1231, visit the Ofsted website, or write to them at:

Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD

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.