Complaints and Appeals in Fostering: Step-by-Step Guide

Things sometimes go wrong in fostering: a decision feels unfair, support isn’t delivered, or a safeguarding concern isn’t handled as it should be. This guide sets out—clearly and calmly—how to raise a complaint, when to appeal, and which route to use (agency/local authority complaints, the Independent Review Mechanism, LADO/allegations, or Ofsted whistleblowing). It’s written for foster carers (and prospective carers), but much of it is useful for birth families and professionals too.

1) Start with the right route

Before you write a letter, make sure you’re on the correct pathway. In England’s fostering framework, complaints and appeals split into a few distinct routes:

• Service complaints (about delays, lack of support, behaviour, communication, payments/allowances administration, etc.) go through the fostering service’s complaints procedure—for local authorities this commonly follows the Children Act complaints procedure with staged escalation; independent fostering agencies (IFAs) must have a clear complaints policy under the Fostering Services (England) Regulations 2011 and the National Minimum Standards.
• Appeals about approval decisions (e.g., you’re told you’re not suitable to foster, or your approval is to be terminated or reduced) go to the Independent Review Mechanism (IRM)—an external panel that reviews qualifying determinations from your agency decision maker.
• Allegations about harm or risk (concerns that someone who works with children may pose a risk) trigger the LADO process (Local Authority Designated Officer). This isn’t a “complaint” in the customer-service sense; it’s a safeguarding process with statutory oversight.
• Serious concerns about a children’s social care service—especially systemic safety issues or where you feel unable to raise matters internally—can be reported to Ofsted (sharing concerns/whistleblowing). Ofsted usually asks you to try the service complaints route first, but provides a direct channel for safeguarding concerns.

2) Service complaints: the staged process (what to expect)

Step A: Early resolution (informal)

Raise the issue quickly with your supervising social worker (SSW) or their manager. Keep it factual: what happened, when, who was present, and what you’re seeking (e.g., missed support visit to be rescheduled, clarity on respite, correction of a payment). Most issues resolve here. Fostering services are expected—under National Minimum Standards—to be responsive and to show learning from complaints.

Step B: Formal complaint (Stage 1)

If informal steps fail, submit a written complaint following your service’s policy. For local authorities in England, many complaints about services to children use the Children Act 1989 three-stage complaints procedure (Stage 1 response by the service; Stage 2 investigation with an independent person; Stage 3 review panel). There are clear timescales for each stage, set out in council policies and explained by the Local Government Ombudsman.

Note: Whether a foster carer’s issue is handled under the statutory Children Act route or the corporate complaints route can depend on the topic and the council. Some councils confirm carers can access the statutory procedure for service issues affecting them and the children they care for. Check your local policy.

Step C: Independent escalation (Stage 2/Stage 3)

If you remain dissatisfied after Stage 1, ask for Stage 2 (an investigation led by a senior manager with an independent person overseeing fairness). If unresolved, request a Stage 3 review panel (independent members consider whether the investigation and decision were reasonable). Councils publish how to request each stage and the response timescales.

Step D: Ombudsman/External review

After completing the council’s process, you can approach the Local Government and Social Care Ombudsman (LGSCO), who looks at maladministration and service failure. For IFAs, the policy will set out any independent dispute resolution or ombudsman options available.

3) Appeals about approval decisions: using the IRM

If your agency decision maker (ADM) issues a qualifying determination that you are not suitable to foster (e.g., following panel), or proposes to terminate or vary your approval, you can usually choose between:

1. asking your own service to reconsider, or
2. applying to the Independent Review Mechanism.

The IRM is independent of your fostering service. An external review panel looks at the information used to reach the decision and any new evidence you provide, then makes a recommendation; your fostering service must then make a final decision, taking the IRM recommendation into account. Guidance and eligibility are set out on GOV.UK and in the IRM information sheets for carers.

Practical tips for IRM:

• Keep the qualifying determination letter, panel minutes, and any written reasons.
• Submit clear evidence (training logs, references, supervision records, safer caring updates).
• Be solution-focused: explain learning and change since the decision.
• Observe deadlines in your letter—IRM timescales are strict.

4) Allegations vs complaints: know the difference

A complaint might say “support visits were missed” or “communication was poor.” An allegation asserts that a carer or household member harmed or may harm a child, committed a relevant offence, or behaved in a way that suggests they’re unsuitable to work with children. Allegations are managed under Working Together to Safeguard Children via the LADO. The threshold and process are different to complaints: immediate safety planning, strategy discussions, and possibly police or HR investigations.

Most councils publish managing allegations procedures; foster carers receive leaflets explaining what will happen, the support available, and how outcomes are recorded. Expect clear communication, access to support, and an explanation of the outcome (substantiated, unsubstantiated, unfounded, malicious).

5) Whistleblowing to Ofsted (serious service concerns)

If you believe a children’s social care service is unsafe or systemically non-compliant, and you cannot use the local process (or it failed), you can share concerns directly with Ofsted. Ofsted advises raising concerns with the provider first wherever possible, but provides clear whistleblowing routes for urgent safeguarding issues.

6) How to write an effective complaint (or appeal)

• State the outcome you want. “I’m seeking a backdated payment for X,” or “a written apology and a plan to ensure monthly supervision happens.”
• Stick to evidence. Dates, emails, case notes, care plan wording, panel minutes, training records.
• Be child-centred. Show how the issue affected the child’s welfare, education, contact, or stability—this matters in fostering. The National Minimum Standards emphasise outcomes for children.
• Propose solutions. Offer reasonable remedies or adjustments that would put things right.
• Keep a timeline. It helps the investigating manager (and, if needed later, the IRM or ombudsman).

7) What services should do (so you can hold them to it)

Fostering providers must have:

• a clear written complaints procedure, accessible to carers, children and birth families;
• prompt acknowledgement, fair investigation, and a written outcome;
• learning from complaints fed back into service improvement;
• compliance with regulations/standards and duty to cooperate with inspection.

Local authorities using the Children Act procedure must follow the three stages and publish their timescales and access routes; independent oversight is built into Stage 2 and Stage 3.

8) Common scenarios and the best route

• “Panel said no / ADM proposes termination.” → Consider IRM (or internal reconsideration), gather evidence of learning/support, and submit within the deadline on your qualifying determination letter.
• “We’re not getting respite/training/support promised.” → Service complaint through your fostering agency/local authority policy (Children Act route for many councils).
• “We think practice is unsafe or systemic non-compliance.” → Try the service route, but for serious concerns use Ofsted’s concerns/whistleblowing channel.
• “A safeguarding allegation has been made about us.” → This is a LADO process, not a service complaint. Engage fully, ask about support, and keep detailed notes.

9) Your wellbeing and support

Complaints and allegations are stressful. Ask your SSW about support options during investigations (peer support, independent advice lines, and breaks if needed). National organisations provide practical guides on coping with allegations and on understanding the process step-by-step.

10) Quick checklist (print this)

• ✅ Decide the right route (service complaint / IRM / LADO / Ofsted concerns).
• ✅ Put your complaint in writing with dates, evidence, and the outcome you seek.
• ✅ Follow each stage and timescale; keep copies of all correspondence.
• ✅ For IRM, note the deadline in your qualifying determination and gather evidence of learning.
• ✅ Prioritise child-centred outcomes and your own wellbeing.

Final word

Good providers treat complaints as free consultancy—a way to fix problems and improve support for children. If you’re not being heard, the system gives you formal stages and, where appropriate, independent routes (IRM, ombudsman, Ofsted). Use them calmly, keep great records, and stay focused on what matters most: better, safer, more stable care for the child.