Complaints and Appeals in Fostering: How to Escalate and Resolve

Things go wrong sometimes—even in well-run fostering services. When they do, knowing how to raise a concern, when to escalate, and which route to use can save time, stress, and placements. This guide walks you through the main pathways across the UK, explains where allegations sit (a different process), and shows when you can seek an independent review of fostering approval decisions.

1) Start local: solve it quickly and keep records

Most issues resolve fastest when you raise them with your supervising social worker or their team manager. Put concerns in writing, stick to the facts, and state the remedy you’re seeking (e.g., change of contact plan, equipment funding, respite, a decision review). Log dates, emails, and outcomes. If it’s not resolved, move to the formal route below.

2) England’s three-stage statutory complaints procedure (Children Act 1989)

Many fostering complaints about local authority children’s services follow a three-stage statutory process:

• Stage 1 – Local resolution. The council should acknowledge and give you a written response promptly (common practice is within 10 working days, extendable for complex cases).
• Stage 2 – Independent investigation. An Investigating Officer (and an Independent Person) examines the complaint. The investigation should conclude within 25 working days for straightforward cases or up to 65 working days if complex.
• Stage 3 – Review Panel. If you remain dissatisfied, you can request a panel of three independent people to review how Stage 2 handled your complaint and whether the findings were reasonable. Councils are expected to let complaints progress to Stages 2 and 3 if you wish, save for limited exceptions.

If you still disagree after Stage 3, you can go to the Local Government and Social Care Ombudsman (LGSCO), usually within 12 months of the problem.

Where to look up the rules: the statutory framework is set out in the Children Act 1989 Representations Procedure (England) Regulations and the DfE guidance Getting the Best from Complaints.

3) Independent Review Mechanism (IRM): challenging panel/approval decisions

The IRM is different from the complaints procedure. It’s for prospective or approved foster carers who receive a qualifying determination from their fostering service (e.g., to not approve, terminate, or vary approval) and want an independent panel to review the evidence before the agency’s final decision. It does not substitute the agency’s decision; it gives an independent recommendation the agency must consider. Apply promptly when you receive the letter.

4) Allegations vs complaints: know the difference

Concerns that a carer (or household member) may have harmed a child or posed a risk are managed under allegations procedures, led by the Local Authority Designated Officer (LADO) in England. That’s a safeguarding route, not the complaints route, and it brings specific thresholds, timescales, and support for all parties. If your issue is about conduct or risk, expect the LADO pathway; if it’s about service quality or decisions, use the complaints route.

5) What Ofsted (and other regulators) do—and don’t do

In England, Ofsted regulates and inspects fostering services. While you can raise a concern with Ofsted—especially around serious incidents or standards—Ofsted doesn’t investigate individual disputes or order redress for you. They may use your information to inform inspection/enforcement. In Scotland, the Care Inspectorate regulates; in Wales, Care Inspectorate Wales (CIW); in Northern Ireland, regulation sits with the RQIA for some services and HSC Trusts oversee fostering.

6) Wales, Scotland and Northern Ireland: who hears final complaints?

Across the UK, you escalate to the relevant public services ombudsman once you’ve completed the organisation’s process:

• Wales: After the council/provider route (and CIW where appropriate), you can go to the Public Services Ombudsman for Wales (PSOW). CIW also accepts concerns about registered services.
• Scotland: Use the local process first; then the Scottish Public Services Ombudsman (SPSO). SPSO leads work on child-friendly complaints handling in line with the UNCRC. The Care Inspectorate regulates services and also accepts complaints about registered services.
• Northern Ireland: Raise concerns through your HSC Trust/Children’s Services first; unresolved cases can go to the Northern Ireland Public Services Ombudsman (NIPSO).

7) Practical playbook: writing a complaint that gets traction

Be clear and specific. In your subject line and first paragraph, write: “Formal complaint under the children’s statutory complaints procedure” (or the relevant national process). In the body:

1. What happened (dates, who was present, documents referenced).
2. Why it’s wrong (policy, care plan, statutory guidance, or standards you believe weren’t followed).
3. Impact on the child/household (be concrete).
4. What you want (remedy: apology, decision review, equipment, plan change, training, timescale).
5. Evidence (attach emails, minutes, plans).

Ask for acknowledgement, a target timescale, and the next stage if unresolved. Keep your tone professional; avoid speculation and stick to evidence.

8) When to use which route (quick decisions tree)

• Quality, delay, support shortfalls, communication → Complaints procedure (England: Stages 1–3; then LGSCO).
• Decision about your approval/terms/termination → IRM (independent review of a qualifying determination).
• Safeguarding allegation (risk/harm) → LADO/allegations procedure, not standard complaints.
• Regulatory concern (service not meeting standards) → Inform the regulator (Ofsted/Care Inspectorate/CIW), knowing they won’t adjudicate your individual dispute but may act on intelligence.

9) Timescales and staying in control

Keep a timeline of contacts and set yourself calendar reminders for each stage’s deadline. In England, note the 10-day Stage 1 expectation and the 25/65-day Stage 2 window; request a Stage 3 panel promptly if you disagree with Stage 2. After Stage 3, escalate to the Ombudsman (normally within 12 months). If delays drift, chase in writing and reference the published timescales.

10) Realistic outcomes: what can change?

A strong complaint can lead to corrected records, revised plans, apologies, financial redress (where appropriate), training for staff, or service improvements. Ombudsmen routinely recommend completion of the children’s statutory process and improvements to complaint handling where councils fall short.

11) Keep the child’s welfare at the centre

Whether you’re challenging a contact timetable, asking for extra support, or disputing an approval decision, frame your arguments around the child’s best interests and stability. If your issue relates to school provision (e.g., delays with EHCP/SEN support) and touches social care and education, you may need parallel routes—but still follow the children’s complaints process for the social-care aspects. (Persistent national pressures mean delays are common in related systems; clear documentation helps your case.)

12) One-page checklist

• Write a fact-based, solution-focused complaint.
• Quote the procedure name you’re using.
• Ask for acknowledgement and timescales.
• Keep a paper trail and diary of calls.
• If unresolved, escalate: Stage 2 → Stage 3 → Ombudsman (or IRM if it’s about approval decisions).
• If it’s a safeguarding allegation, expect the LADO path.
• Inform the regulator if you believe standards aren’t met (they won’t decide your case but may act on the intelligence).

Final thought

Complaints and appeals are not about being “difficult”—they’re how the system learns and how children’s plans improve. Used well, the routes above can correct course quickly, protect relationships around the child, and strengthen your role as a foster carer. If you’d like, I can turn this into a downloadable template letter and a checklist PDF you can keep by your desk.