Yorkshire Adoption Agency Policy, Procedure and Guidance – Complaints.

Policy Statement

Yorkshire Adoption Agency encourages and supports comments and criticism about the services it provides. The Agency has a formal Complaints Procedure which is available to all service users from their initial contact with the Agency. Children and young people in placement and post adoption are encouraged to share any worries or concerns they may have using the Children’s Comments and Complaints form.

 

Procedure/Guidance

Stage 1: Informal Complaint

The Agency is committed to resolving complaints at the earliest opportunity in a way that respects and values the individual’s feedback.

If a service user is unhappy with the service offered, they should speak directly with the individual social worker working with them. The social worker should inform their manager about the complaint and what action they have taken to address the concern. Team Managers will record in writing all complaints received so that any lessons to be learnt can contribute to future professional and / or service development.

If the service user does not feel that the person they are working with is best placed to resolve their concern or they are not happy with the response, they should contact the relevant manager by phone or e-mail; If they are uncertain as to who to contact, they can contact the Agency’s office by phone: 01302 638337 or e-mail info@yorkshireadoptionagency.org.uk.

Most matters can be resolved through discussion with Agency managers who will investigate the problem and respond to the complainant within 10 working days; where this deadline cannot be met, the complainant will be informed in writing of the reasons for the delay.

Stage 2: Formal Complaint

If the service user is not satisfied with the outcome of Stage 1, they can escalate their complaint to the Chief Executive Officer (CEO) who is sufficiently removed from the day-to-day operational management of the social work service. All complaints to the CEO must be put in writing by letter to the Agency’s office or by e-mail at info@yorkshireadoptionagency.org.uk and marked for the attention of the CEO.

The CEO will acknowledge receipt of a complaint within 3 working days.

The CEO may:

• Telephone or email the service user to request further details, clarify the complaint and confirm it is legitimate and valid;
• Arrange to meet with the service user to discuss their concerns;
• Read all available information;
• Interview the staff member(s) involved.

In the case of the complaint concerning the CEO, this will be directed to the Chair of the Board of Trustees.

The CEO will usually investigate personally but may appoint an independent person to investigate the complaint where appropriate. This would usually be only in cases where complex systemic and agency issues have been identified.

The independent person may be an independent panel chair or appointed through a reciprocal arrangement with another voluntary adoption agency.

The investigator, whether the agency director or independent person will complete their enquiries within 28 days and make recommendations regarding issues of practice, policy or procedure to the Agency; all recommendations which will be shared with the complainant.

Where the investigator is unable to complete their enquiries within timescale, the complainant will be informed, and an alternative submission date agreed.

If the complainant is not content with the outcome of Stage 2, they should notify the Independent Person within 10 working days of receipt of the outcome and recommendations.

Stage 3: Review Panel

If the complainant is not satisfied with the outcome of Stage 2, they can escalate their complaint to a Review Panel.

The panel will meet within 28 days of the complainants request to progress to Stage 3. The Review panel will comprise 3 members of the Agency’s Board of Trustees.

The complainant will be invited to attend the Review Panel and may choose to be accompanied by a supporter. The complainant will be informed of the date of the Review Panel at least 10 days prior to the meeting. Alternatively, complainants may wish to make representation in writing.

Following the meeting, Panel members will make recommendations to the Agency and will notify the complainant of their findings.

The Agency will review the original decisions in the context of any recommendations by the investigator and / or Review Panel and determine what action should be taken.

The Chair of the Board of Trustees will inform the complainant of the outcome and any changes or actions to be implemented by the Agency within 5 working days of the Review Panel meeting.

Complaint in respect of provision by an external provider.

Where your complaint is about services provided within the agreement, which the Agency has with a Local Authority, the Agency will initially discuss your complaint with the Area Team Manager in the relevant Local Authority. It can then be decided which Agency is most appropriate to investigate your complaint and the action which is proposed. You will be informed of this in writing within 15 days of the complaint being received by Yorkshire Adoption Agency.

Complaints made about the decisions to approve.

The Agency has responsibility for considering an adopter’s suitability to adopt. An independent panel will make recommendations but the final decision rests with the Agency Decision Maker. If the Agency Decision Maker decides that you are unsuitable to adopt following either a full or brief report, you will be given 40 days following the decision to make representation to the Agency.

Alternatively, you may choose to have the matter referred to the Independent Review Panel (IRM).

The Agency will provide you with an explanatory leaflet during your assessment and will provide a further copy should you require one. You may only apply to the IRM if you have had a full or brief assessment (a brief assessment will usually follow disclosure of an issue of concern) and after you have received your letter determining your suitability to adopt.

Having received representation from you the Agency Decision Maker will refer your case back to the Adoption Panel for further consideration prior to making a final decision regarding your suitability to be an approved adopter. If your case is referred to the IRM Panel the Agency Decision Maker will consider this Panel’s recommendation before making a final decision regarding your suitability to adopt.

Please note the IRM may make a range of recommendations including a recommendation to approve. We consider all recommendations made seriously but the final decision remains with the Agency Decision Maker.

There is no appeals procedure when a final Agency Decision has been made. If you disagree with the final Agency decision this cannot be investigated under the Agency’s complaints procedure.

Complaints may also be directed to the Registration Authority:

OFSTED

Piccadilly Gate,

Store Street,

Manchester,

M1 2WD

Telephone: 0300 123 1231

Emails: enquries@ofsted.gov.uk

Website: www.ofsted.gov.uk

 

May 2025