Our complaints procedure

Illuminance Fostering Services has a comprehensive complaints procedure. All children / young people placed in our care have a right to feel safe, protected and listened to. We believe that every child / young person has a need for safety, security, and stability in order to be able to reach their potential, in all aspects of their development and we are committed to ensure that this becomes every child / young person in our care experiences.

Even with the best of intentions, things do sometimes go wrong, when this happens, we aim to address the issues promptly and learn from our mistakes. At Illuminance we welcome feedback, compliments and complaints are taken seriously.

Illuminance Fostering Services has a stringent anti – bullying policy. All staff and foster parents will be given advice and training on how to recognise signs of bullying and how to support a child.

The complaints procedure is also detailed in the Children’s Guide and Foster Carers Handbook. Illuminance fostering recognises that from time to time, looked after children and foster carers may find themselves in disagreement with the actions of an individual member of staff or may be dissatisfied with the services that they receive from Illuminance Fostering Services. We advise that you discuss any dissatisfaction with your Fostering Social Worker. However, if you are still dissatisfied and are unable to come to any satisfactory resolution to your complaint, you may wish to use the Complaints Procedure.

We encourage that all Looked After Children are supported to be aware of the Complaints and Representations Procedures. It is equally important that Foster Carers take the opportunity to make themselves aware of the Complaints and Representations Procedures. 

The complaints procedure or how to make a complaint is available to children, foster carers, staff, other professionals and all stakeholders. It will be reviewed annually to check it is fit for purpose.

The complaints procedure places strong emphasis on resolving complaints at an early stage. Feedback, whether positive or negative, enables us to review and learn.

As a result, we want to make it easy, anyone who wants to make a complaint or provide feedback of any nature, please speak to any member of staff. You can call us on 07934018475 or email us.

We have a Complaints Policy and Procedure which is in line with Fostering Services Regulations 2011 and is available at the footer of every page.

Please note: No individual, child or adult will be subject to reprisal (told off) for making a complaint of any nature. Children and young people should be enabled to make complaints with assistance if required from their carers, social workers, SSW or another professional.