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The Voluntary Adoption Agencies and the Adoption Agencies (Miscellaneous Amendments) Regulations 2003
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- UK Statutory Instruments
- 2003 No. 367
- PART III
- Regulation 12
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Complaints — further requirements
12.—(1) The registered provider and the manager shall ensure that any complaint made under the complaints procedure is fully investigated.
(2) The registered provider and the manager shall, so far as is reasonably practicable, within a period of 28 days beginning on the date on which the complaint is received by the agency, inform the complainant of the outcome of the investigation and the action (if any) that is to be taken in consequence.
(3) The registered provider and the manager shall ensure that a written record is made of any complaint, including details of the investigation made, the outcome and any action taken in consequence, and for that record to be retained for at least 3 years from the date that it is made.
(4) The registered provider and the manager shall take all reasonable steps to ensure that—
(a)children are enabled to make a complaint; and
(b)no person is subject to any reprisal by the agency for making a complaint.
(5) The registered provider shall supply to the registration authority at its request a statement containing a summary of any complaints made in accordance with the complaints procedure during the preceding 12 months and any action taken in consequence.
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