1. Who Can Make a Complaint?

A child or young person, a parent or carer of a child, member of the public or anyone else for whom the organisation has agreed to provide a service can make a complaint under this procedure. Individuals are also able to make complaints on behalf of others if it is considered they have “sufficient interest” to do so.

Children and Young people will be encouraged to take up issues in the most appropriate way and they will be supported to do this. Please view the Complaints Procedure below which is provided to all children/young people in their Welcome Pack to Fusion Care. This document will also have attached a return envelope with a paid stamp so that there are no costs incurred to a child/young person. If it is possible to identify a way forward with a complaint which is informal and therefore easily resolved, this should be the best way forward.

It is the responsibility of managers and support workers to help children/young people to deal with their complaints sympathetically and actively, whether the complaint is about their support or the placing authority. No child/young person is subject to any reprisal or detriment for making a complaint.

Anyone making a complaint is also able to withdraw their complaint at any stage.

2. What Can Be Complained About?

• A problem;
• The quality of service;
• The delivery or non-delivery of a service;
• The way in which the organisation carries out its policies and practices.

If a child or carer is unhappy about a change in their Care Plan or their Placement Plan this should be brought to the attention of the management team who may be able to resolve the matter, or discuss this with their social worker. If this isn’t the case the child’s/young person’s independent reviewing officer may be contacted. It is the role of the independent reviewing officer to make sure that looked after children are aware of the local authority’s Complaints Procedure, which must comply with the Children Act 1989 and associated regulations, and to assist the child/young person to access independent support and advice to enable them to use this procedure if they wish to do so.

3. Can I get Help to Complain?

Sometimes children/young people and adults need help and support to make a complaint.

The child/young person may have support from his or her parent, social worker, independent visitor or support worker. As indicated above, a child/young person who wishes to make a complaint about any aspects of his or her support can receive assistance support from their independent reviewing officer.

4. The Complaints Procedure

Fusion aim to resolve most complaints informally and have an electronic log of them on the online date system known as Jelly Baby.

Anyone who is subject of a complaint or representation will NOT take part in its consideration or investigation, except at the informal resolution stage if management considers it is appropriate.

The agency is committed to resolving conflicts and concerns at an early stage

Informal   

• Verbal or written complaint received

Resolution

• The Manager responds in writing within 5 working days
• A senior member of staff meets with you (and a supporter if you wish)
• Report of meeting given to the Manager
• Issue resolved;outcome recorded on Complaint Form 

First  

• Written complaint received

Formal

• You are offered the support of an advocateor independent supporter

Stage

• Formal investigation carried out by the Manager
• Written report sent to you within 20 working days of the start of this stage
• Copies of report sent to the Managing Director, the Placing Authority and The Advocacy Service
• Manager goes through the report verbally with you 

If you reject the Manager’s resolution then the complaint progresses to the next stage 

Second

• Within 20 working days of the above, a Complaint’s Panel is convened

Formal

• You and supporter are invited to attendthe decision of the Complaint’s

Stage

• Panel’s outcome will be given in writing within 24 hours
• Outcome recorded on Complaints Form 

5. Other Important Contacts

Children’s Commissioner for England

The Office of the Children’s Commissioner
Sanctuary Buildings
20 Great Smith Street
London
SW1P 3BT

• Switchboard: – 020 7783 8330.
• Free Number: – 0800 528 0731.
• Email: help.team@childrenscommissioner.gov.uk. 

Ofsted

• Email: enquiries@ofsted.gov.uk
• Tel:  0300 123 4666.