Complaints and Appeals in Fostering: A Practical Guide

Things can and do go wrong in fostering: a decision feels unfair, a service falls short, or an allegation is made. Knowing how to complain or appeal—and which route to use—can protect you, the child, and your approval. This guide walks you through the main pathways in England (with signposts that also help in the rest of the UK), what evidence to keep, and how to stay professional while you challenge a decision.

1) First, map your issue to the right route

Not all complaints are the same. Match your situation to the correct process:

• Service complaint (e.g., poor communication, delays, cancelled respite, missing training): start with your agency/local authority’s written complaints procedure. Independent fostering agencies must have one under Regulation 18 of the Fostering Services (England) Regulations 2011.
• Children’s social care complaint about a council (e.g., support from the local authority, contact arrangements it manages, finance it administers): councils must use the Children Act 1989 statutory complaints procedure (three stages). If unresolved, you can go to the Local Government and Social Care Ombudsman (LGSCO).
• Decision about your suitability/terms of approval (e.g., panel recommends “not approve” or to vary/terminate approval): you can seek an Independent Review Mechanism (IRM) review (England/Wales), which gives an independent recommendation back to your provider.
• Serious safeguarding/allegations (e.g., a claim of harm or risk): these follow managing allegations procedures led by the Local Authority Designated Officer (LADO) and may involve police/strategy meetings. This is not a complaints process; it’s a safeguarding investigation with its own timescales.
• Regulatory concerns about a provider (systemic issues, poor standards): you can raise concerns with Ofsted; their inspection framework (SCCIF) sets how they judge fostering providers and has been updated in 2025.

When in doubt, ask your supervising social worker to confirm which procedure applies—and get that confirmation in writing.

2) Use your provider’s complaints procedure first

Every fostering provider has a stage-by-stage complaints route with response times. Ask for the written policy and follow it exactly (email is best for audit trail). Reference Regulation 18 where relevant for independent fostering agencies. Keep your tone factual, link your evidence, and state your desired outcome (e.g., apology, explanation, remedial action, or a review of a decision).

Practical template (short):

• Subject: Complaint – [topic], [child initials/date range]
• Summary: One sentence of what went wrong.
• What happened: Bullet chronology with dates, names, and documents attached.
• Why this is a problem: Link to policy/reg/plan (e.g., child’s care plan, placement agreement).
• What I’m seeking: Clear, reasonable remedy and timeframe.
• Contact: Times you’re available for a call/meeting; request a written response.

If the response doesn’t resolve it, ask how to escalate (Stage 2, another manager, or panel/complaints review).

3) Complaints about council-run children’s services (England)

If your issue relates to a local authority service (not just your IFA), the council must use the Children Act 1989 complaints procedure:

• Stage 1: Local resolution by the service.
• Stage 2: Independent investigation with an Investigating Officer and Independent Person.
• Stage 3: Review panel to consider whether Stage 2 was robust and fair.
• If still unresolved: LGSCO can investigate maladministration and recommend remedies.

This route covers complaints by, or on behalf of, children in care, foster carers, special guardians, and others with sufficient interest. It’s powerful—especially where delays, missed support, or process failures have affected the child.

4) Appealing panel decisions about your approval (IRM)

If your provider issues a qualifying determination (e.g., to not approve you, to terminate, or to change terms), you usually have 28 days to make representations to the provider or apply to the IRM. The IRM:

• is independent of your agency/council;
• does not overturn decisions but gives a fresh, reasoned recommendation;
• looks at your case papers and hears from you;
• returns its recommendation for your provider’s final decision.

Tips for IRM prep: build a neat dossier (panel minutes, assessment extracts, training logs, supervision records, compliments, evidence of safe caring). Address each concern with evidence (dates, outcomes, references). If a specific allegation underpins the determination, explain how it was handled and the outcome.

5) Allegations: what to expect and how to cope

An allegation triggers a LADO-led process. Expect:

• a strategy/positions of trust meeting—professionals (and sometimes police) agree next steps;
• a plan for contact, recording, and support (you should be kept informed);
• a clear outcome: substantiated, unsubstantiated, unfounded, or malicious;
• follow-up learning and, if needed, capability/standards processes separate from the allegation.

Protect yourself and the placement: keep a daily log, stick rigidly to your safer caring plan, and ask for independent support (many providers arrange advocacy or peer support during investigations). Do not discuss the allegation outside the professional network.

6) Taking a regulatory or ombudsman route

• Ofsted (England): If you believe a provider is systemically non-compliant (e.g., training gaps, unsafe practice, poor recording), you can raise a concern directly. This informs inspections under the SCCIF, which Ofsted refreshed in August 2025.
• LGSCO: Where the council failed to follow law, policy, or procedure, or caused injustice (e.g., delays, failure to provide agreed support), the ombudsman can recommend remedies.

7) Evidence: your best friend in any challenge

Good complaints and appeals are evidence-led. Keep:

• Chronologies (dates, times, who said what).
• Documents (care plans, contact plans, emails, training certificates, review minutes).
• Financial records (mileage, equipment, receipts) if a finance dispute is involved.
• Policy references (your provider’s handbook, agreements, and the relevant regulation).

Well-organised bundles help at Stage 2, IRM, and any panel—and signal professionalism to inspectors. (Poor record-keeping is a known weakness in some services and is noted in inspection reports.)

8) Professional tone and realistic outcomes

You can be assertive and kind at the same time. Avoid personal criticisms; focus on impact on the child and what needs to change. Offer workable remedies (a meeting, a revised support plan, or training). If finances are disputed, cite the agreed allowance/fee schedule and attach your logs.

9) Time limits and next steps

Most procedures have tight timeframes:

• Follow your provider’s complaint stages promptly.
• For IRM, apply within the deadline on your determination letter.
• For the Children Act procedure, keep copies of Stage 1/2 outcomes—LGSCO will ask for them.

If at any point you feel child safety is at risk, escalate immediately through safeguarding routes rather than waiting for complaint stages to finish.

10) Scotland, Wales, Northern Ireland – quick notes

• Wales: IRM also covers fostering approval decisions; complaints about council services follow Welsh guidance (then Public Services Ombudsman for Wales).
• Scotland: Foster carers may request a review of certain decisions within 28 days; complaints go through the local authority/provider route, with escalation to the Scottish Public Services Ombudsman.
• Northern Ireland: Panel appeals and complaints are managed by the Trust with escalation routes set locally; The Fostering Network summarises appeal options.

Quick checklist you can copy into your notes

1. Name the route (provider complaint, Children Act complaint, IRM, LADO).
2. State the issue in one line and the impact on the child.
3. Add a dated chronology and attach evidence.
4. Cite the policy/regulation that applies (e.g., Reg 18).
5. Ask for a clear remedy and a response date.
6. Keep tone professional; log all calls/emails.
7. If unresolved, escalate on time (Stage 2/3, IRM, Ofsted/LGSCO).

Final thought

Complaints and appeals are part of a mature, safe fostering system. Used thoughtfully, they improve services, clarify expectations, and—most importantly—protect children’s welfare. Start with the right route, organise your evidence, and keep the child’s needs at the centre. If you want, I can adapt this into a downloadable complaints toolkit (email templates, chronology sheet, evidence checklist) for your team pages.