INTRODUCTION

At modus, we aim to provide a high standard of service at all times. Like all organisations, however, we recognise that there will be times when people think our service has fallen short of expectations, theirs and our own. When this happens and we are told about it, we can usually resolve the problem quickly and with a minimum of fuss.

Sometimes however, the nature of the problem or the level of dissatisfaction will lead to a formal complaint being made. We take all complaints about our work seriously and every one is thoroughly investigated. This document explains how complaints are handled. If there is anything about this procedure that is not clear to you, please do not hesitate to contact us at our Head Office on 01204 399514.

Anyone who is involved with modus, that is:

• Children and young people who are in our foster care or children’s home placements
• Our family carers
• Parents and other relatives of children and young people placed with us
• Social Services Departments who place children and young people with us, or who are thinking of doing so
• Other organisations who work with us.

Employees of modus cannot use the complaints policy. Our staff have access to an internal grievance procedure.

Nearly all our work involves working in close co-operation with other organisations, especially Local Authority Social Services Departments (SSD). When we receive any complaint, the first thing we do is to clarify with the complainant who their complaint is really with. For example, a family carer may feel dissatisfied with the amount of information they have been given about a child prior to a placement. In this situation, it would be important to clarify where the shortfall lay i.e. whether modus had information about the child which it had not shared with the family carer (in which case the complaint should be about us) or whether the Local Authority had given an inadequate level of information in the first place.

Sometimes, the nature of a complaint will mean that modus and the relevant SSD will need to investigate something jointly, and their respective procedures will be run in tandem.

In such situations these things will always happen:

• The child or young person’s placing authority will be informed.
• An independent advocate who is not employed by or otherwise connected with modus will be suggested, to support the child or young person with their complaint. Children or young people may wish to select their own advocate, or approach organisations that provide services, such as NYAS, BIVAS

Complaints or allegations which indicate possible or actual abuse to children and young people will be passed immediately to the appropriate Social Services Department and possibly the police for them to carry out an investigation. These situations are not within the scope of the Complaints Policy but are described in detail in our Child Protection Policy.

All complainants will receive a verbal and written report from the investigating manager which will contain the following:

• a summary of how the complaint has been investigated;
• whether the complaints are partially or wholly upheld or not;
• the proposed action to deal with the complaint.

Our aim is to adhere to the following:

• All complainants will be contacted to confirm arrival and clarify details of their complaint within 5 working days of its receipt.
• Complaints will be investigated and reported on within 28 days.
• Complainants in Stages 1 and 2 have 14 days to decide whether they wish to request a review.

There need to be exceptional circumstances for these timescales to be exceeded, and any anticipated delay must be communicated to the complainant.

Complaints will be dealt with politely and promptly.

Full recording will be given to the Operational Director and the Chief Executive and kept centrally.

In the event of the complaint relating directly to the registered manager or the registered provider, modus will take responsibility for appointing an independent person to conduct the investigation and, in addition, Ofsted will be notified of the complaint and informed of the outcome.

All complaints must be recorded and kept centrally. Correspondence must be kept for one year. A summary of complaints received will be available to Ofsted annually.

Managers are responsible for giving staff guidelines on dealing with daily issues and helping them identify ‘complaints’.

Staff and family carers are responsible for ensuring that the complaint is referred to their line manager/supervising social worker. If the manager fails to satisfy the complainant, the matter must be passed to the Operational Director.

Complaint is received and the Service Manager makes a written record. A copy is sent to the complainant. Attempts are made by staff and/or Service Manager to resolve.

Complainant not satisfied. Operational Director is informed within fourteen days.

Operational Director acknowledges receipt and informs complainant. Investigating manager is commissioned. This may be another manager at the same level as the Service Manager, from within modus or may be an external independent person.

Planning meeting is held.

Investigating manager confirms details of complaint with complainant.

Investigating manager conducts the full investigation and reports to Operational Director.

Operational Director responds to complainant; copies to staff involved and to Chief Executive.

Complainant not satisfied. Informed that a request for review by independent person must be lodged within 14 days.

Review panel consisting of Chief Executive, independent person and personal representative put together.

Panel review documentation, make decision and recommendations to complainant, relevant managers and staff involved.

• If the staff member or family carer who receives the initial complaint cannot resolve the matter immediately, it must be passed to the Service Manager.
• The Service Manager’s role is to resolve the matter if possible, by whatever method seems most appropriate. It is expected that the manager will meet with the complainant.
• The manager must ensure that:
• There is a written record of the complaint and its outcome.
• The member(s) of staff concerned are informed of the complaint verbally and then in writing.
• The complainant and relevant members of staff receive written confirmation of the outcome.
• Head Office receives copies of all the documentation.
• The complainant must be informed of the Complaints Procedure and advised on how to pursue the matter.
• Any complainant who wishes to have his/her complaint investigated under Stage 2, must notify the manager within 28 days of the Service Manager’s response.
• The investigating manager should then be:
• At least equivalent to the Service Manager
• Outside the direct management line of the member of staff against whom the complaint has been made.
• The investigating manager will be responsible for the focus and conduct of the investigation.
• The investigating manager will clarify with the complainant the full nature of the matters to be investigated. Should any concern subsequently arise the manager should decide whether:
• It should be dealt with at this stage or considered separately.
• The purpose of the investigation is to establish and examine the facts and to make recommendations to the commissioning of the second line manager.
• The investigation should be completed and the report, including recommendations, sent to him/her for a response to be sent to the complainant within 28 days.
• Once the complaint has been investigated, if modus Fostering Panel and the Registered Provider have not been involved in the process of the investigation, they will receive details of the complaint and its outcome.
• If any complainant is not satisfied with the handling of a complaint, direct contact can be made with Ofsted on 08456 404040 or in writing to: Ofsted, 3rd Floor North, Royal Exchange Buildings, St Ann’s Square, MANCHESTER M2 7BR