Complaints

REGULATIONS AND STANDARDS

RELEVANT CHAPTERS

This chapter should be read in conjunction with the following:

Safeguarding Children and Young People and Referring Safeguarding Concerns Procedure

Whistleblowing or Raising Concerns at Work Procedure

Allegations Against Staff and Volunteers Procedure

Please note - This procedure does not apply to concerns in relation to a child who is in need of protection, these must be dealt with under the Referring Safeguarding Concerns Procedure.

IMPORTANT CONTACTS

Children's Commissioner for England
Office of the Children's Commissioner
Sanctuary Buildings
20 Great Smith Street
London
SW1P 3BT

Help at Hand – Free, confidential, support, advice and information for young people in care or living away from home.

Tel: 0800 528 0731 (free phone number)
Email: help.team@childrenscommissioner.gov.uk

Ofsted (who regulate and inspect Children’s Homes)

Tel: 0300 123 1231
E-mail: enquiries@ofsted.gov.uk

Policy
Key Points
Procedure for Responding to Complaints within the Home
Procedure for Responding to Complaints outside the Home

1. Policy

Children and young people accommodated by East Riding of Yorkshire Council should know how and feel able to complain if they are unhappy with any aspect of their care. They have a right to expect that any complaint received will be addressed seriously and without delay, and a complaint will be fully responded to within a maximum of 28 days. Children and young people will be kept informed as to the progress of their complaint.

2. Key Points

2.1	East Riding of Yorkshire Council Social Care Services has a statutory Complaints Procedure, which should be read in conjunction with these procedures.
2.2	All staff dealing with complaints from children/young people should recognise that what may appear to be a simple complaint could be masking other worries for the child/young person. All staff should be aware of how to deal appropriately with possible disclosures.
2.3	When a child or young person resident in a Children's Home wishes to complain about any aspect of their care, staff should treat their complaint seriously and make every effort to resolve it.
2.4	Each Children's Home should keep a record of all complaints made by children/young people and the record should state what action has been taken by staff and the outcome of the complaint.
2.5	Where the complaint is about a member of staff, that member of staff should not have any further dealings with the child/young person in addressing their complaint.
2.6	When a child/young person wishes to make a complaint, a member of staff, other than any staff involved in the complaint, should assist and support the child/young person through the Complaints process.
2.7	The Registered Manager should ensure that information regarding the Complaints Process, including who to contact and how to complain, is readily available within the Home to children and young people.

3. Procedure for Responding to Complaints within the Home

3.1	The Registered Manager should ensure that information regarding the Complaints Procedure is provided to all children and young people on admission to the Home and is readily available to children/young people at all times.
3.2	The Registered Manager should ensure that a copy of the Complaints Procedure is available in the home and that all staff members are aware of how to respond when a child or young person wish to make a complaint.
3.3	Information should be provided to new staff as part of their induction programme and this should be recorded on their personal file.
3.4	When a child or young person makes a complaint to a member of staff, a record of the details of the complaint should be kept within the Home.
3.5	The Home's records of complaints from children/young people should include details of the immediate action taken to address the complaint and the outcome of the complaint. Staff should complete an internal complaints form. On completion the form will be put in a sealed envelope and placed in the Manager/Deputy's tray. This ensures confidentiality. The form must be completed even if the staff member resolved the issue.
3.6	When a complaint from a child/young person cannot be resolved immediately within the Home, staff should ensure that the Complaints Procedures are followed and that children/young people are assisted to pursue a complaint.
3.7	Whilst a child/young person is proceeding with a complaint, they should be offered the support and assistance from another member of staff, not involved in the complaint, and the Participation Team.
3.8	The Registered Manager and Registered Provider should regularly review the complaints made by children and young people resident in each Children's Home and their outcomes, and should formulate an action plan to address any serious or frequent complaints. Records must be kept for inspection by the Regulatory Authority and Regulation 44 visits.

4. Procedure for Responding to Complaints outside the Home

4.1	When a complaint from a child / young person is made regarding someone from outside the home the staff must take this seriously and follow the same procedures as above and inform the Manager or Deputy Manager on duty.
4.2	If the complaint is about a child from the home, the staff must complete the 'Complaint from Neighbours Form' and inform the Manager or Deputy Manager on duty.