Complaints and Appeals in Fostering: Steps and Escalation Routes

Complaints are a normal part of fostering. They help keep services accountable, improve support for carers, and—most importantly—protect children’s welfare. Whether you foster through a local authority or an independent fostering agency (IFA), you have a clear right to raise concerns and to appeal decisions you believe are unfair. This guide explains the usual stages, who to contact at each point, and when separate safeguarding or regulatory routes apply.

When should you raise a complaint?

Not every frustration needs a formal complaint; sometimes a quick conversation with your supervising social worker (SSW) solves the problem. However, if there’s a recurring issue, a decision with significant impact, or a failure to follow policy, it’s appropriate to move to formal steps. Typical issues include delays in support, disagreements about contact arrangements, difficulties accessing respite, or concerns about how your family has been treated during an investigation.

What counts as a complaint versus an appeal?

A complaint usually challenges the quality of service, conduct, delay, or failure to act. An appeal typically asks for a review of a decision—such as removal from the carer register, a change to your approval terms, or findings following a standards-of-care investigation. Agencies often process both in similar ways, but the paperwork and panel involvement may differ.

Stage 1: Try informal resolution first

Most fostering services encourage you to start informally with your SSW or their manager. Set out the issue calmly, what you’ve already tried, and the outcome you’re seeking. Ask for a timescale for response and follow up in writing. This keeps the tone collaborative and often avoids escalation.

How to present your concern for a quick solution

Focus on facts rather than feelings. Reference dates, emails, and case notes, and link your point to a policy or plan where possible, such as the placement plan, safer caring policy, or delegated authority form. End with a clear, realistic request—what decision or action would resolve the matter for you and meet the child’s needs.

Stage 2: Making a formal complaint to the fostering service

If informal discussion doesn’t work, use the service’s written complaints procedure. You can ask your SSW or the fostering administrator for a copy. Submit your complaint in writing, state the outcome you want, and attach any evidence. The service will acknowledge receipt and allocate an investigating manager who was not directly involved in the issue.

What to include in a strong complaint letter

Explain the issue in chronological order, list the policies or plans you believe weren’t followed, and describe the impact on the child and your household. Say what you’re asking for—this could be an apology, a decision reviewed, training or respite offered, or a practice change. Note any reasonable adjustments you need, such as communication by email or an interpreter.

Stage 3: Independent investigation or review

If you’re dissatisfied with the stage-2 response, you can request a further review. Local authorities in England typically use a staged model that can include an independent element; IFAs may appoint an independent person to oversee the investigation. You’ll receive a written outcome with findings and recommendations, plus how and when those recommendations will be implemented.

When a review panel may be involved

Matters affecting your approval (for example, a recommendation to vary or terminate your approval, or an outcomes letter from a standards-of-care investigation) may be referred to the fostering panel. You have the right to attend, submit written representations, and be supported by a friend or adviser. The agency decision-maker then considers panel’s advice before confirming the decision. If you disagree with a termination of approval, ask how to appeal internally and what external routes exist.

Safeguarding route: Allegations and standards-of-care

Complaints are not the route for safeguarding allegations. If an allegation of harm or significant risk is made, it will follow a distinct safeguarding process. In England, concerns about adults who work with, or care for, children may be overseen by the Local Authority Designated Officer (LADO). This process is highly structured, with strategy meetings, risk assessments, and clear timescales. You should be told what support is available to you, including independent support for foster carers. Keep detailed, factual records and follow your safer caring plan—you’ll be advised what you can and cannot discuss while enquiries are ongoing.

What if you disagree with an allegation outcome?

Ask for the outcome letter and the rationale behind the decision. If findings affect your approval, you’ll usually have access to the panel/decision-maker route described above. You can challenge inaccuracies in reports and request that your written response be placed on file and considered in any review.

Child-focused concerns and the role of the IRO

If your concern is about decisions in the child’s care plan—such as education, contact, or health—you can raise this with your SSW and the child’s social worker, but also with the child’s Independent Reviewing Officer (IRO) in England and Wales (or equivalent roles in Scotland and Northern Ireland). IROs oversee care planning and can escalate if a plan isn’t being followed or is not in the child’s best interests. Ask for the next Looked-After Child (LAC) review date and how you or the young person can submit views in advance.

Helping children and young people to complain

Children have their own right to complain and to be supported by an advocate. Ensure they know how to contact advocacy services and how to reach their IRO or children’s rights officer. Your role is to encourage their voice while maintaining confidentiality and boundaries.

Regulatory and Ombudsman options

Inspectors and Ombudsmen don’t re-investigate every case, but they do look at whether procedures were followed correctly and whether decisions were reasonable. In England, you can share serious concerns about a service with Ofsted (this isn’t a route to resolve a personal dispute, but information can inform inspection and enforcement). If you’ve completed the fostering service’s procedure and still feel there’s maladministration, you can contact the Local Government and Social Care Ombudsman (for councils) or the relevant Ombudsman/commissioner in your nation. Independent fostering agencies have their own regulators; you can raise concerns with the placing authority as well as the regulator if practice is unsafe or non-compliant.

Knowing which route fits your nation

Procedures and bodies vary slightly across the UK. England and Wales share many frameworks but have separate regulators and Ombudsmen; Scotland and Northern Ireland have their own complaint schemes and oversight bodies. Always ask your service for nation-specific guidance and links so you follow the correct pathway.

Record-keeping that strengthens your case

Good records make the difference between “unsubstantiated” and “resolved”. Keep daily logs factual, time-stamped, and child-focused. Save emails, texts, and meeting notes. When you report an issue, note the date, who you spoke to, and the agreed next steps. Avoid emotive language; stick to what happened, what was agreed, and what impact it had on the child or household.

Tone, professionalism and traction

Complaints that are respectful, evidence-based and solution-oriented are more likely to lead to constructive outcomes. Ask for a clear timescale, a named contact, and a written response. If deadlines pass without contact, chase once politely in writing and then use the next escalation route.

Appeals about training, support or fees

Some disputes are about support rather than conduct—such as access to specialist training, respite, or the level of fee/skill payment. These are often best framed as a request for review, backed by evidence of need (for example, increased school transport or therapeutic appointments). Reference the child’s plan, risk assessments and supervision records to show why enhanced support is necessary.

After an appeal decision—what next?

If your appeal is unsuccessful, ask how the decision will be reviewed in future and what evidence would change the outcome. For approval changes, request when the next panel review will be and how you can provide updated information. For support packages, ask for a time-limited trial or a review date following specific interventions.

Looking after yourself during the process

Complaints and investigations are stressful. Ask your service about independent support for foster carers and peer groups such as Mockingbird constellations or local carer forums. Prioritise routines, keep your placement stable, and use supervision to reflect on learning. If the process affects your wellbeing, speak with your GP and inform your SSW so appropriate adjustments can be made.

A mindset that protects children and improves services

The goal of any complaint or appeal is better outcomes for children. When you frame your concern around the child’s needs, link it to plans and policy, and propose realistic solutions, you strengthen your case and contribute to service improvement for everyone.

In summary

Start informally but move to the written procedure if needed. Separate safeguarding allegations from service complaints and follow the designated route. Use panel and decision-maker processes for approval-related matters, and involve the IRO where care-plan issues are at stake. If procedures fail, consider the regulator or Ombudsman for your nation. Throughout, keep clear records, stay professional, and focus on the child’s best interests—those principles carry the most weight at every stage of complaints and appeals in fostering.