Complaints procedure

How you can complain about the Independent Review Mechanism (IRM). You cannot complain about an IRM panel review바카라 사이트™s recommendation, or a fostering service provider바카라 사이트™s or adoption agency바카라 사이트™s decision.

Who can complain

Use this complaints procedure if you바카라 사이트™re:

  • an applicant
  • a fostering service provider
  • an adoption agency

What you can complain about

You can only use this complaints procedure to complain about:

  • IRM바카라 사이트™s level of service
  • the review panel바카라 사이트™s behaviour
  • a caseworker바카라 사이트™s behaviour

What we cannot help you with

You cannot complain to us about the:

  • fostering service provider or adoption agency바카라 사이트™s final decision - the IRM바카라 사이트™s role is to review the recommendation made by the fostering service provider or adoption agency, but the final decision rests with that body and it is not obliged to accept the IRM바카라 사이트™s recommendation
  • IRM review panel바카라 사이트™s recommendation or the grounds on which this is reached - this includes the minutes of the panel, unless there is a clear factual error such as the name or role of a person

We may stop responding to you if you:

  • keep on contacting us after we바카라 사이트™ve closed your complaint
  • use abusive or threatening language or are unreasonable

How you can complain

  1. Contact us as soon as possible - most complaints can be resolved informally.

  2. If we cannot deal with your complaint informally, write to or email the IRM contract manager and tell us what your complaint is about and the outcome you바카라 사이트™re seeking in order to resolve your complaint (stage 1 complaint).

  3. You바카라 사이트™ll receive a written response from the contract manager, usually within 7 days.

  4. If you바카라 사이트™re unhappy with the outcome, write back or email the contract manager, explaining why and how you바카라 사이트™d like us to resolve your complaint.

  5. The service manager of the IRM will contact you and conduct an investigation into your complaint (stage 2 complaint).

  6. You바카라 사이트™ll receive a written response letting you know the outcome, usually within 14 days (we바카라 사이트™ll tell you if we think it will take longer).

  7. If you바카라 사이트™re unhappy with the stage 2 outcome, you can complain to the Parliamentary and Health Service Ombudsman.

Contact details

Independent Review Mechanism
PO Box 572
Leeds
LS7 9FH

·¡³¾²¹¾±±ôÌýirm@irm.org.uk

Call 0113 202 2080

Lines are open from 9:30am to 12:30pm, Monday to Friday. Where possible, consider contacting us by email.

Parliamentary and Health Service Ombudsman
Millbank Tower
London
SW1P 4QP

·¡³¾²¹¾±±ôÌýphso.enquiries@ombudsman.org.uk

Call 0345 015 4033

Lines are open from Monday to Thursday from 8:30am to 5pm and on Friday from 8:30am to 12pm, except on bank holidays.

Complain about the contract manager

If you want to complain about the contract manager, send an email to irm@irm.org.uk for the attention of the service manager.

As complaints about the contract manager will be dealt with by the service manager, they will go direct to stage 2.

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