Complaints handling policy

Scope

ALLEF can only consider complaints that relate to procedures operating in England – the appraisal of English exchange families, matching English exchange families, and the English coordinators’ handling of any matters of coordination relating to French and German children in England, or English children overseas.

ALLEF cannot consider any complaints relating to the care of children in English families or overseas, as any complaints must be directed to the fostering family and/or the statutory agencies in the relevant countries.

ALLEF in England cannot consider complaints about the actions of French or German coordinators; these must be directed to the French and German organisations.

Procedure

ALLEF is a small organisation with a small number of beneficiaries. It aims to provide a personalised service, and to respond to the circumstances of individual children and families.

The first step in making a complaint is to contact the Chair of ALLEF, David Knight on (01204 852593 or d.knightknight@btinternet.com ), to discuss the matter orally, supported as necessary by emailed information. David will investigate the complaint, contacting the French and German coordinators as necessary, and aim to achieve a resolution within 1 week. If the complaint is about David’s conduct, it should be directed to Penny Jones (don.jones@ntlworld.com )

If the complainant is not satisfied, they may put their complaint and suggested remedy in writing and this will be referred to Mrs Janet Turley, a former trustee of ALLEF, for consideration (jvturley@msn.com). Mrs Turley may undertake whatever investigations she considers necessary in the circumstances, contacting the French and German coordinators as necessary.

All applicants will be provided with a copy of this policy and the website will note that it exists and is available to users of ALLEF’s services.

 

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