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We will do our very best to make sure that you are consulted and listened to, and that your placement with us meets your needs.


Sometimes, though, there may be things that you are not happy about, and you might want to make a complaint.

How to make a complaint

You can ask your foster carer, social worker, advocate, a family support worker or another member of the Phoenix

team to raise your complaint for you with the appropriate person.


You can make your complaint yourself, in writing or verbally, by contacting the Fostering Manager (the Phoenix office contact information is at the back of this guide).


Your complaint will be listened to and dealt with by the Fostering Manager within 14 days if possible. In most cases, complaints can be resolved quickly and easily by talking to people and dealing with the things you are unhappy about.


If this does not happen, your complaint will be passed to the Services Manager or the responsible individual of the agency to deal with.


If you feel that things have still not been properly sorted out, you can complain to the Ombudsman or to Ofsted, who makes sure that Phoenix is doing everything properly.


If your complaint is about services provided by local government such as social services, education or benefits, you can complain directly to the Ombudsman or you can ask someone to contact the Ombudsman on your behalf.


If your complaint is about anything else, you can complain directly to Ofsted, or you can ask someone else to contact Ofsted on your behalf.


Details for the Ombudsman and for Ofsted are included in the Useful Contacts section.


No matter what, or who, your complaint is about, you should never feel bad about making a complaint, and you will never be badly treated because you have made one. If you are unhappy about something which cannot be changed, we will help you understand why.

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