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If your document has structure then you should add a skip navigation link to make it easier for accessible users to get to the page's content. To ensure detection, skip navigation links should point to a <main> element, or an element with role='main'. See Understanding 2.4.1, and Skip Navigation. <!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN"
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62 <div id="content_frame_overflow">
62 <div class="content_text">
63 <h1 class="h1">
63 Representations, Complaints and Compliments
63 </h1>
64 <div class="scope_box" style="padding-bottom: 0px; padding-top: 15px;">
65 <h2 class="h3">
65 REGULATIONS AND STANDARDS
65 </h2>
66 <p>
66 <a
href="http://qualitystandards.proceduresonline.com/homes/p_manag_admin_reg.html#chapter_5"
target="_blank">
66 Guidance on Chapter 5 of the Regulations – Policies, Records, Complaints and Notifications
66 </a>
66 </p>
67 <p>
67 <a href="http://qualitystandards.proceduresonline.com/homes/p_quality_standards.html#reg_5"
target="_blank">
67 Regulation 5 - Engaging with the Wider System to Ensure Each Child's Needs are Met
67 </a>
67 </p>
68 <p>
68 <a
href="http://qualitystandards.proceduresonline.com/homes/p_quality_standards.html#ch_views
" target="_blank">
68 The Children's Views, Wishes and Feelings Standard
68 </a>
68 </p>
69 <h3 class="h3">
69 RELATED CHAPTERS
69 </h3>
70 <p>
70 This chapter should be read in conjunction with the following:
70 </p>
71 <p>
71 <a href="p_child_protection.html">
71 Referring Safeguarding Concerns Procedure
71 </a>
71 </p>
72 <p>
72 <a href="p_confidential_reporting.html">
72 Confidential Reporting Procedure
72 </a>
72 </p>
73 <p>
73 <a href="p_alleg_staff.html">
73 Allegations Against Staff Procedure
73 </a>
73 </p>
74 <h3 class="h3">
74 IMPORTANT CONTACTS
74 </h3>
75 <h3 class="h3">
75 England
75 </h3>
76 <p>
76 <span class="bold">
76 Anne Longfield (OBE), Children's Commissioner for England
76 </span>
76 <br />
77 The Office of the Children's Commissioner
77 <br />
78 Sanctuary Buildings
78 <br />
79 20 Great Smith Street
79 <br />
80 London
80 <br />
81 SW1P 3BT
81 <br />
82 </p>
83 <p>
83 <span class="bold">
83 Tel
83 </span>
83 : 020 7783 8330
83 <br />
84 <span class="bold">
84 Email
84 </span>
84 :
84 <a href="mailto:info.request@childrenscommissioner.gov.uk">
84 info.request@childrenscommissioner.gov.uk
84 </a>
84 <br />
85 </p>
86 <p>
86 <span class="bold">
86 Ofsted
86 </span>
86 <br />
87 Piccadilly Gate
87 <br />
88 Store Street
88 <br />
89 Manchester
89 <br />
90 M1 2WD
90 <br />
91 </p>
92 <p>
92 <span class="bold">
92 Tel
92 </span>
92 : 0300 123 1231
92 <br />
93 </p>
94 <h3 class="h3">
94 Wales
94 </h3>
95 <p>
95 <a href="https://careinspectorate.wales/contact-us" target="_blank">
95 Click here for contact details for CSSIW (Care and Social Services Inspectorate Wales)
95 </a>
95 </p>
96 </div>
97 <h2 class="h2_underlined">
97 <br />
98 Contents
98 </h2>
99 <ol>
100 <li>
100 <a href="#representations">
100 Representations
100 </a>
100 </li>
101 <li>
101 <a href="#complaint">
101 What is a Complaint?
101 </a>
101 </li>
102 <li>
102 <a href="#who">
102 Who May Make a Complaint?
102 </a>
102 </li>
103 <li>
103 <a href="#informing">
103 Informing Children about the Complaints Procedure
103 </a>
103 </li>
104 <li>
104 <a href="#receiving">
104 Receiving Complaints
104 </a>
104 </li>
105 <li>
105 <a href="#local">
105 Local Resolution (Stage 1)
105 </a>
105 </li>
106 <li>
106 <a href="#formal">
106 Formal Consideration (Stage 2)
106 </a>
106 </li>
107 <li>
107 <a href="#rev_panel">
107 Review Panel (Stage 3)
107 </a>
107 </li>
108 <li>
108 <a href="#compliment">
108 Compliments
108 </a>
108 </li>
109 </ol>
110 <h2 class="h2_underlined">
110 <br />
111 1.
111 <a name="representations" id="representations">
111 </a>
111 Representations
111 </h2>
112 <p>
112 Children and young people should be positively encouraged and supported to have their say and
make suggestions about improving the care they receive, the running of the home, or to make
representations and comments about their future plans.
112 </p>
113 <p>
113 Various procedures in this Manual set out how children and young people will be engaged in
decision making e.g. in the creation or review of their Care and Placement Plans.
113 </p>
114 <p>
114 As a general rule, staff should engage children and young people in the day to day running and
routine of the home, and in activities that are being planned.
114 </p>
115 <p>
115 If decisions are made e.g. about an activity, that children or young people express concerns
about or disagree with, staff should do all they can to ensure that a reasonable explanation is
given, and that children/young people have the opportunity to opt out or be engaged in a
different activity - if it is possible for them to do so.
115 </p>
116 <p>
116 This includes decisions about routine activities, such as meal preparation or bedtimes; children
and young people should have the opportunity discuss how decisions are made about these and
other routines on a regular basis, and to make suggestions for change.
116 </p>
117 <p>
117 At all times, staff should avoid matters or concerns being escalated or becoming complaints, but
should children and young people continue to be dissatisfied, they should be given the
opportunity to make an Informal or Formal Complaint - as set out below.
117 </p>
118 <h2 class="h2_underlined">
118 <br />
119 2.
119 <a name="complaint" id="complaint">
119 </a>
119 What is a Complaint?
119 </h2>
120 <p>
120 Complaints or allegations of mistreatment or Significant Harm by staff must be dealt with by way
of the
120 <a href="p_child_protection.html">
120 Referring Safeguarding Concerns Procedure
120 </a>
120 , not as Complaints.
120 </p>
121 <p>
121 A complaint is an expression of dissatisfaction, however made, about the standard of service,
the actions, or lack of action by the home towards an individual or a group.
121 </p>
122 <p>
122 A complaint should normally be made where all other reasonable methods of resolving the
dissatisfaction have been tried and failed or where the complainant believes they would fail.
122 </p>
123 <p>
123 A complaint may be about:
123 </p>
124 <ul>
125 <li>
125 The lack of service;
125 </li>
126 <li>
126 Being refused a service, including an assessment;
126 </li>
127 <li>
127 The quality of a service;
127 </li>
128 <li>
128 The attitudes or behaviour of staff;
128 </li>
129 <li>
129 Decisions made by staff;
129 </li>
130 <li>
130 Delays in dealing with problems or in providing a service.
130 </li>
131 </ul>
132 <p>
132 The complainant should be advised that complaints can always be directed to the
132 <a
href="http://trixresources.proceduresonline.com/nat_key/keywords/regulatory_authority.html"
target="_blank">
132 Regulatory Authority
132 </a>
132 or the
132 <a href="http://trixresources.proceduresonline.com/nat_key/keywords/placing_authority.html"
target="_blank">
132 Placing Authority
132 </a>
132 .
132 </p>
133 <h2 class="h2_underlined">
133 <br />
134 3.
134 <a name="who" id="who">
134 </a>
134 Who May Make a Complaint?
134 </h2>
135 <p>
135 The following persons have a right to use the complaints procedure:
135 </p>
136 <ul>
137 <li>
137 A child;
137 </li>
138 <li>
138 A parent of a child;
138 </li>
139 <li>
139 A person acting on behalf of a child;
139 </li>
140 <li>
140 A neighbour living in the locality.
140 </li>
141 </ul>
142 <h2 class="h2_underlined">
142 <br />
143 4.
143 <a name="informing" id="informing">
143 </a>
143 Informing Children about the Complaints Procedure
143 </h2>
144 <p>
144 Children will be informed about the Complaints Procedures in a variety of ways; including the
Children's Guide given to them before or upon admission. This must be in a format that the child
can understand.
144 </p>
145 <p>
145 This must include the name, address and telephone number of the Regulatory Authority in the area
where the home is based. Other relevant organisation and persons details should also be
included.
145 </p>
146 <p>
146 Homes Managers must take all reasonable steps to ensure that children feel comfortable with the
making of comments or complaints, they are enabled to make a complaint or representation and are
free from reprisals if they choose to do so.
146 </p>
147 <p>
147 Complainants should be given any reasonable assistance they require or request, including being
advised that they may ask someone else to make the complaint on their behalf.
147 </p>
148 <p>
148 They will also be given information and contacts details of Advocates they may contact, who may
make complaints or advocate of their behalf or assist them in doing so.
148 </p>
149 <p>
149 The complainant must be advised that if they choose to complain directly to the Placing
Authority, the Placing Authority must provide information and assistance.
149 </p>
150 <p>
150 The Children's Guide will provide advice to children about how to use the procedures to their
best advantage; and on the process of investigating complaints made by them.
150 </p>
151 <p>
151 The child's parents and the Placing Authority must be given a copy of the complaints procedure.
This complaints procedure is available to all persons working in the Home.
151 </p>
152 <p>
152 If they request it or it appears appropriate, they should be given information on additional
advocacy or support networks which may help them use the procedures effectively; this should
include providing contact details.
152 </p>
153 <h2 class="h2_underlined">
153 <br />
154 5.
154 <a name="receiving" id="receiving">
154 </a>
154 Receiving Complaints
154 </h2>
155 <p>
155 When children indicate they wish to make a complaint, the person receiving it should do what
they reasonably can to ensure that all other resolutions available have been tried, rather than
resorting to the making of a complaint.
155 </p>
156 <p>
156 Where a person insists that they wish to make a complaint, staff or managers in the home
concerned should still deal with the matter, if appropriate. If a complaint is made about the
manager of the home or another person in Line management, it should be passed to a manager
outside of the Line Management Structure. No person who is the subject of a complaint will take
any part in its consideration, other than at the local resolution stage (Stage 1), if
appropriate.
156 </p>
157 <p>
157 If they wish to do so, complainants may direct their complaints to others outside the home, such
as the Independent Advisor or Designated Manager (Complaints). They may also direct their
complaints to the Regulatory Authority or the Placing Authority.
157 </p>
158 <p>
158 Complaints should preferably be put into writing, in a letter or using a Complaints Form; but
other methods may be used, including the use of audio tapes or verbally.
158 </p>
159 <p>
159 If assistance is provided to complainants in recording or writing their complaints, the
record/letter should indicate the name, status and contact details of the person providing the
assistance.
159 </p>
160 <p>
160 Brief details of the receipt of all complaints must be recorded in the Complaints Log at the
location they pertain to.
160 </p>
161 <h2 class="h2_underlined">
161 <br />
162 6.
162 <a name="local" id="local">
162 </a>
162 Local Resolution (Stage 1)
162 </h2>
163 <p class="bold">
163 Timescale: 14 Days from the receipt of a Stage 1 Complaint.
163 </p>
164 <p>
164 If possible, the person receiving the complaint or their supervisor/line manager should resolve
the matter as soon as reasonably practical and in any event within the timescales at the start
of this section unless agreed in writing by the Complainant.
164 </p>
165 <p>
165 This assumes that the person receiving the complaint has the delegated authority to resolve the
matter satisfactorily and the Complainant agrees that it can be dealt with at this stage. If
not, or if the matter isn't resolved satisfactorily, it must be passed to the Designated Manager
(Complaints) for consideration at Stage 2 - see below.
165 </p>
166 <p>
166 If it is possible to resolve a complaint the required timescale (see start of this section), the
person resolving it should do the following:
166 </p>
167 <ul>
168 <li>
168 Note the fact that a complaint was made and resolved in the home's Daily Log, record a summary
of the complaint and the manner in which it was resolved in the Complaints Log and in the
Daily Record of any relevant child. The Line Manager must confirm in writing to the
complainant the agreed resolution;
168 </li>
169 <li>
169 If the Line Manager was not involved in resolving the matter, notify the Line Manager as soon
as practicable.
169 </li>
170 </ul>
171 <p>
171 The manager should then consult the complainant to ensure they are satisfied, brief their Line
Manager if necessary and sign off the Complaints Log.
171 </p>
172 <h2 class="h2_underlined">
172 <br />
173 7.
173 <a name="formal" id="formal">
173 </a>
173 Formal Consideration (Stage 2)
173 </h2>
174 <p class="bold">
174 Timescale: 28 Days from the receipt of a Stage 2 Complaint.
174 </p>
175 <p>
175 <span class="bold">
175 NOTE
175 </span>
175 : Any serious complaints must be notified to Placing Authorities and the Regulatory Authority,
who may wish to advise or be consulted about the formal process.
175 </p>
176 <p>
176 Matters that must be considered at this stage are:
176 </p>
177 <ul>
178 <li>
178 Stage 1 Complaints that are not resolved satisfactorily;
178 </li>
179 <li>
179 Where the manager of the home does not have the appropriate level of authority to resolve the
Complaint;
179 </li>
180 <li>
180 Where the Complainant has requested a Stage 2 Investigation.
180 </li>
181 </ul>
182 <p>
182 Stage 2 Complaints must be referred to the Designated Manager (Complaints).
182 </p>
183 <p>
183 Before undertaking the Formal Consideration, the Designated Manager (Complaints) should clarify
the substance of it with the complainant, put it into writing and give a copy to the
complainant.
183 </p>
184 <p>
184 If the complaint relates to a child in the home, the social worker should be consulted.
184 </p>
185 <p>
185 The Designated Manager (Complaints) should attempt to resolve it as quickly as possible but
within the timescales stated at the start of this section unless agreed in writing by the
Complainant. If the timescales are extended, the
185 <a
href="http://trixresources.proceduresonline.com/nat_key/keywords/regulatory_authority.html"
target="_blank">
185 Regulatory Authority
185 </a>
185 must be informed of the reason for the delay.
185 </p>
186 <p>
186 The complainant should be notified of the outcome of the complaint, preferably verbally, but
always in writing. If the complaint was justified, the complainant should be told what, if any,
remedial action will be taken and an apology offered.
186 </p>
187 <p>
187 Details of the outcome must be recorded in the Complaints Log, which must be countersigned by
the Home Manager. Copies of all records and correspondence relating to the complaint should kept
as follows:
187 </p>
188 <ul>
189 <li>
189 On any relevant child's file;
189 </li>
190 <li>
190 In the Complaints File held by the Home Manager;
190 </li>
191 <li>
191 Copy of outcome must be sent to the Regulatory Authority;
191 </li>
192 <li>
192 Copy of outcome must be sent to the Placing Authority.
192 </li>
193 </ul>
194 <h2 class="h2_underlined">
194 <br />
195 8.
195 <a name="rev_panel" id="rev_panel">
195 </a>
195 Review Panel (Stage 3)
195 </h2>
196 <p class="bold">
196 Timescale: 28 Days from the receipt of a Stage 3 Review Panel.
196 </p>
197 <p>
197 If dissatisfied with the outcome of a Stage 2 Formal Investigation, complainants may request a
Stage 3: Review Panel to consider their complaint; they may also ask that their complaint be
passed to the Placing Authority or Regulatory Authority.
197 </p>
198 <p>
198 To instigate a Stage 3 Review Panel, the complainant should notify the Designated Manager
(Complaints) either verbally or in writing; the notification will be confirmed in writing
explaining the process and timescales for undertaking a Stage 3 Review Panel.
198 </p>
199 <p>
199 The Designated Manager (Complaints) will ensure that:
199 </p>
200 <ol type="a">
201 <li>
201 Senior managers and relevant social workers are notified and briefed as necessary until the
matter is resolved;
201 </li>
202 <li>
202 The complainant is clear about the process and timescales;
202 </li>
203 <li>
203 The complainant has access to an independent advocate or representative;
203 </li>
204 <li>
204 A Review Panel is established to consider the matter; the Review Panel will consist of 3
people that are independent of the matter being considered, one of the Panel members will be
asked to Chair the Panel and report to the Designated Manager (Complaints) on the
recommendations that are made;
204 </li>
205 <li>
205 Necessary arrangements are made for the Panel to be convened and conducted in a fair manner;
205 </li>
206 <li>
206 The recommendations of the Panel and properly considered, involving senior managers as
necessary, and that any decisions or actions are acted upon promptly;
206 </li>
207 <li>
207 The complainant and his/her advocate/representative are briefed verbally and in writing of the
outcome.
207 </li>
208 </ol>
209 <h2 class="h2_underlined">
209 <br />
210 9.
210 <a name="compliment" id="compliment">
210 </a>
210 Compliments
210 </h2>
211 <p>
211 We welcome comments, both positive and critical about the service we provide, and actively seek
information and feedback under our review and quality of care procedures. Routinely, we seek
information through consultative questionnaires from all professional bodies, Children and their
parents/carers who have knowledge about the service. The purpose of seeking this information is
to give us the opportunity to learn, adapt and provide a better service.
212 </p>
213 <p>
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227 <a href="#" onclick="setActiveStyleSheet('hivis'); return false;">
227 <img src="images/icons/hivis.gif" border="0" alt="View this website with high
visibility" />
227 </a>
227
227 <span class="darkdivider">
227 |
227 </span>
227
227 </div>
228 <div class="footer_box">
228 <a href="#" onclick="window.external.AddFavorite(location.href, document.title)">
228 <img src="images/icons/favourite.gif" alt="Add this page to your favourites" width="18"
height="18" border="0" />
228 </a>
228 <a href="#" onclick="window.external.AddFavorite(location.href, document.title)">
228 favourites
228 </a>
228
228 <span class="darkdivider">
228 |
228 </span>
228
228 </div>
229 <div class="footer_box">
229 W884 [WCAG21 2.1.1/2.1.3 (A/AAA)] Mouse/Pointer event handlers require keyboard equivalents:
When using mouse/pointer event handlers on elements that can be accessed by keyboard, ensure that you provide an equivalent keyboard handler. See WCAG 2.1 Failure F54. <input name="printMe" type="image" onclick="printSpecial()" value="Print this Page"
src="images/icons/print.gif" onmouseover="images/icons/print.gif'"
onmouseout="this.src='images/icons/print.gif'" alt="Print this page"/>
231 <a href="#" onclick="printSpecial()">
231 print
231 </a>
231
231 <span class="darkdivider">
231 |
231 </span>
231
231 </div>
232 </td>
233 </tr>
234 </table>
235 </div>
235 </div>
236 </div>
237 </body>
238 </html>