Skip to main content
Isle of Man logo


Top of page

Size: View this website with small text View this website with medium text View this website with large text View this website with high visibility

8.4 Recruitment, Training, Assessment and Approvals (including inter-country) of Prospective Adopters

This chapter was added to the manual in February 2022.


Contents

  1. Introduction
  2. Adoption Enquiries
  3. Information Evening
  4. Initial Visit
  5. Adoption Preparation Training
  6. Application with Consent to Checks
  7. Phase One of the Assessment Process
  8. Phase Two of the Assessment Process
  9. Completion of Prospective Adopters’ Report (PAR)
  10. Adoption Panel
  11. Agency Decision Maker and Representation
  12. Compliments and Complaints


1. Introduction

All social work staff involved in assessment and approval of prospective adopter(s) are qualified social workers, who have experience of adoption and family placement work and are trained in assessment. Students and others who do not meet this requirement carry out assessments and approval under supervision of someone who does and who takes responsibility for the assessment and approvals.

The Family Placement Service, which is responsible for the assessment of all prospective adopters, uses the CoramBAAF Prospective Adopter’s report (PAR) to collate assessment information and inform Panel for recommendation.

The responsibility for undertaking assessments of prospective adopters is that of the Supervising Social Workers, in the Family Placement Service. The purpose of the assessment is to ensure that prospective adopters can meet the needs of traumatised children who are to be placed for adoption and can provide them with a home, where the child will feel loved, safe and secure throughout their childhood and beyond.

Consequently, the assessment needs to be multifaceted and comprehensive. All of the elements inform an analysis as to the suitability of the prospective adopters and inform recommendations in respect of their approval status as required by the Adoption Minimum Standards. The assessment phases will proceed after the initial visit and receipt of an application. Each assessment will aim to be completed and at Panel within 6- 8 months.


2. Adoption Enquiries

The duty Supervising Social Worker will:

  • Hold a preliminary discussion to establish if the basic requirements are met and establish the views of the enquirer;
  • Forward an information pack to the enquirer.

When discussing the adoption role with the enquirer, the Supervising Social Worker will make it clear that the following criteria are essential:

  • Applicants must be over the age of 21 years;
  • If adopters are presenting as a couple, they would need to have been in a stable relationship for a minimum of 3 years;
  • Have no criminal convictions or offences against a child;
  • At least one applicant will need to domicile in the Isle of Man, a part of the UK, or Channel Islands;
  • All adopted children to have their own bedroom and there are no immediate plans to move house;
  • Must be available to meet the child’s needs.

If the above criteria are met, the enquirer(s) will be invited to attend the information evening. However, if the enquirer does not meet the criteria, they will be asked to initiate their interest again when/if their circumstances change.


3. Information Evening

If the enquiry is suitable to progress and the applicants wish to do so, the applicant(s) will be invited (both verbally and in writing) to attend the next available Information Evening. Information evenings will be held at least twice per year. The information evening will provide an overview of the adoption role and will explain the assessment process.

At the end of the session, the applicant(s) can express their interest in an initial visit, which will be completed by a supervising social worker. A duty supervising social worker will follow up any applicant(s) who have not expressed a wish to have an initial visit within 7 working days. If the applicant(s) withdraw from the process, or there is no response within 7 working days, their enquiry will be closed.


4. Initial Visit

The Supervising Social Worker must make contact with the applicant(s) within two days of the information evening taking place to arrange an agreed time and date to undertake the initial visit, which should occur within 10 working days. The initial visit would need to cover:

  • Journey to adoption (including any fertility issues);
  • Social history;
  • Work commitments and Adoption Leave;
  • Health; (N.B. cannot adopt a child under the age of 5 or any child with a respiratory condition if there is a smoker in the household);
  • Accommodation;
  • Convictions;
  • Support networks;
  • Child care experience;
  • The assessment process (including availability for training, Health and Safety checks, pet questionnaire, references, including ex-partners, adult children, DBS checks and adult medicals.

The Supervising Social Worker will need to provide a written analysis and recommendation of their suitability to progress to Phase One. This should be shared with the applicants to comment and to make any factual amendments to the initial visit report and then to the Adoption Practice Lead for authorisation, within 10 working days of the visit.

The Adoption Practice Lead may decide that that the applicant(s) are not suitable to progress, for the following reasons:

  • Suitability and access to their home;
  • Evidence of a lifestyle that would be unsuitable for the adoption role, i.e.; financial worries, drug misuse, domestic abuse, recent infertility treatment, new relationship;
  • Concerns in relation to the applicant(s) motivation to adopt;
  • Evidence of a lack of stability/permanence of a couple’s relationship.

Where there is a significant emotional or physical health issue declared, this may not rule out the applicant(s) at this stage. However, the Adoption Practice Lead may request an early medical to explore their suitability to adopt. The applicant(s) could be ruled out, based on the advice from the Agency’s Medical Adviser.

Where the applicant(s) declare a criminal conviction, the Adoption Practice Lead may request an early police check to explore their suitability to adopt. The applicant(s) could be ruled out depending on the severity of the offence, the length of time since the offence was committed and their openness to disclose. Where 4.4 and/or 4.5 feature, the Adoption Practice Lead will await the outcome of the police checks and/or the Agency Medical Adviser’s summary and will decide if the applicant(s) can continue with Phase One. If the applicant(s) are not deemed suitable to progress, a meeting will be arranged to share the reasons for the decision making and a formal letter will be sent.


5. Adoption Preparation Training

On completion of the initial visit that is recommending further assessment in respect of their suitability to adopt, the applicants will be invited to attend Adoption Group Preparation Training. This will equip the applicant(s) with the skills and knowledge to understand the therapeutic needs of the adopted child. It is expected that both applicants will need to attend all training sessions. Consideration can be given to any significant members of their support network to attend the group training. If applicants are unable to attend all of the training sessions, this could delay the adoption process.

This will be the start of the assessment process and feedback will be provided by the trainers, which will form part of the Prospective Adopters’ Assessment (PAR). An evaluation of the all the information gathered will be utilised as part of the adoption assessment. Any highlighted concerns will need to be discussed between the allocated worker and the applicants. The overall decision of the applicants progressing to the full assessment will be made by the Adoption Practice Lead. The applicant may decide to withdraw from the process at any time during this stage. This would need to be put in writing to the Adoption Practice Lead and the enquiry will be closed.


6. Application with Consent to Checks

Once the Adoption Practice Lead has agreed that the applicant(s) can progress to Phase One, the applicant(s) must be informed verbally of the outcome within 2 working days of the initial visit report being authorised and then in writing. The applicant(s) will be invited to submit a formal application and give informed consent to statutory checks being undertaken. The assessment process will include a Marschak Interaction Method (MIM) and Attachment Style Interview (ASI) and consent for these will also be requested. Not consenting to these requirements will mean the applicant cannot proceed.

The MIM and ASI are discussed further in the policy. The application/consent to checks will be requested within 7 working days before Phase One can be initiated. The supervising social worker must ensure that the forms are completed correctly, uploaded to the carers file with a case note and added to the file chronology.

For those applicants who have been previously assessed or approved, but are post Adoption Order, and wish to return to the adoption assessment process, they will not be required to attend an Adoption Information Evening or preparation training. However, an updated Prospective Adopters’ Assessment will be required, to include any updates in respect of statutory checks, medicals and references. This process should take no longer than 16 weeks and must follow the quality assurance process, via the Adoption Practice Lead.

Second time applications for children who are not related, can only be progressed 12 months after the Adoption Order for the first child has been granted. However, if the application is made to ensure that siblings remain together, the 12 months post Adoption Order timeframe does not apply.


7. Phase One of the Assessment Process

Once the application and consent form have been signed and received, the following checks will be initiated:

Disclosure and Barring and Barring Service (DBS)

The applicants and all people aged 18 or over living in, or regularly visiting the household or of significant support will be asked to complete a Disclosure and Barring Service (DBS) disclosure form and produce the necessary identification. These will then be sent to the DBS by the Family Placement Service. If the applicant subscribes to the DBS Update Service, this may be utilised to undertake this check. N.B. DBS checks are not transferable unless the applicant subscribes to the Update Service, therefore copies of checks carried out by other agencies or for other posts cannot be accepted.

Once the applicant receives their DBS information, the supervising social worker will ask to see it and will record the DBS certificate number for the Protocol file, and make a note of anything relevant recorded on the certificate.

If the certificate holds information regarding cautions or convictions, the supervising social worker undertaking the assessment will pass this information to the Adoption Practice Lead for a decision regarding the applicant’s suitability to adopt. This will be determined after consultation with the applicant, consideration of the seriousness of the offence and how long ago the offence was committed. This decision will also consider whether the applicant has attempted to cover up or disguise information about offences. The supervising social worker should ensure confidentiality in this process so that information is only shared with that applicant. It should not be discussed in front of any other applicant or members of the household. Information relevant to the application that has been obtained from the DBS may only be retained on the applicant’s file whilst the information is considered for a decision and/or for the decision making in respect of an appeal, and should be destroyed and that the information led to a particular view, without citing the information itself. Only the certificate number is retained.

A DBS must be updated every 2 years and it is encouraged that once the initial DBS is received, the prospective adopters register with the DBS portal to allow for regular, yearly updates. This will be updated on their electronic file, by business support.

Schools of the children in the household

With the consent of the applicant(s), the Family Placement Service will also carry out checks by writing to the relevant schools (in relation to the applicant’s own children) for information regarding the applicant’s ability to promote their child’s education.

Manx Care Children and Families Records

A suitability check will be undertaken with Children and Families Social Care and Adult Social Care for all applicants. The Family Placement Service will also write, if applicable, to any UK local authority where the applicants previously lived in the UK, within the previous 10 years. These checks will include asking whether any of the applicant’s children have been known to the service, and if so in what capacity. In addition, if the prospective adopter(s) were to be assessed outside of the Isle of Man, Manx Care would be responsible for providing key information with regards to their suitability to adopt.

Certificate of Good Conduct

Where applicants have moved from outside of the UK within the previous 10 years, household members aged 18 and over must seek a ‘Certificate of Good Conduct’ or equivalent from each country in which they have been resident for a period in excess of 12 months. This will need to be obtained from the consulate or embassy of the applicant(s) country of origin/residence.

Previous Fostering/Adoption Agency

Where the applicant has made a previous application to foster and/or adopt, the relevant agency must be asked to confirm in writing the outcome of that application, including any de-registration or concerns.

Social Media

A social media check will be undertaken, including Facebook, Instagram, YouTube and a Google search of the applicant(s). Information found should be discussed with the applicants and anything which may impact upon their suitability to adopt (e.g. expressions of extremist or discriminatory views or values) must be brought to the attention of the Adoption Practice Lead for a decision regarding the continuation of the assessment.

References

Applicant(s) will be asked to identify referees. References will be requested from two personal (non-family) referees. The applicant(s) are required to provide the details of two referees who are prepared to be interviewed by the Family Placement Service. These referees should be able to comment on the applicant’s sense of responsibility, including:

  • His or her knowledge, understanding and love of children;
  • Evidence of sound relationships;
  • His or her motivation to adopt children; and
  • His or her personality.

Additional information will be necessary if the referees are not able to provide all of it. This might come from a member of the applicant’s wider family (Children and Young Persons Act 2001 Guidance Volume C, Chapter 3, 55-57). These personal referees should not be family members and should have known the applicant (each applicant) well and for a minimum of 5 years, but preferably a longer period. For joint applicants, personal referees should know both applicants well for at least this minimum period. In the event that this is not the case, additional individual references must be sought. An additional reference will be sought from a wider family member of the applicants. All adult children of the applicant(s) will also be spoken to by the supervising social worker undertaking the assessment as part of the assessment. The supervising social worker undertaking the assessment will undertake direct work with any other children, who are living in the household, to understand their wishes and feelings in relation to being part of a fostering household.

Current employer (and past if required)

A further reference must be obtained from each applicant's current employer. In addition, where the applicant has frequently changed jobs, written references should also be obtained from past employers. References will be sought for any previous employment with children or vulnerable adults and for any current or previous voluntary work with children or vulnerable adults.

Former partners

References from ex-partners should be obtained. Circumstances where there are significant concerns for the safety or welfare of the family should a former partner be contacted, will be considered on an individual basis by the Supervising Social Worker undertaking the assessment in consultation with the Adoption Practice Lead. Where there was joint parenting of children and the children are under 18 years at the time of the assessment, a reference will be required.

All referees will be requested to complete a written reference and will then be interviewed in person by the Supervising Social Worker undertaking the assessment. The referees will be asked to verify the content of the written record of this interview and be advised that it will be shared with the applicants. If the referees cannot make themselves available to be seen in person within the first 4 weeks of Phase Two of the process, consideration will be given to whether a telephone interview would suffice, or if additional references are to be sought. The administrative staff for the Family Placement Service will post out the reference requests, enclosing standardised forms for completion by the referees. The date these were sent will be recorded on the applicant’s electronic file, the replies will only be uploaded after the Supervising Social Worker undertaking the assessment has received and read them, and followed up any queries.

Health Assessment

The applicant(s) will be provided with the relevant medical form to fill in with their details and send to their GP. This will include signed consent for their medical information to be shared with the Agency Medical Adviser, and for the summary to be shared with the FPS for the purposes of the assessment. The fee for the GP completing the medical will be met by the prospective adopter. The GP will forward the medical form directly to the Medical Adviser. The Medical Adviser will provide a written summary and advice to the FPS, which will also include a recommendation of suitability to adopt.

Where the Agency Medical Adviser advises that the applicant may not be suitable for health reasons, this should be discussed in detail by the Supervising Social Worker undertaking the assessment with the applicant(s). During Phase One, if it is identified that the applicant(s) have a significant emotional or physical health condition that could impact their suitability to adopt, consideration needs to be given to an early medical. This will need to be agreed by the applicants and the Adoption Practice Lead. Depending on subsequent medical advice, withdrawal from the process may be advisable at this stage. Additional advice may be sought from the Medical Adviser, or the Medical Adviser may raise questions with the GP where this is appropriate. It may be necessary for reports from other health professionals to also be obtained and presented to the Medical Adviser, and the Adoption Panel as part of the assessment process. As part of Phase One and the progression of the checks and references, the following will be undertaken with the applicant(s) to inform the Prospective Adopters’ Report (PAR).

Marschak Interaction Method (MIM)

A MIM is a structured technique for observing and assessing the relationship between two people. This will be undertaken by a trained Theraplay practitioner and will be video recorded to assist with the writing of the analysis and feedback report. Couples will be assessed jointly and single applicants will be asked to invite a family member or a person from their support network to be part of the MIM. The MIM observation will need to be arranged within Phase One of the process. The MIM assessor will need to complete the report within 7 working days of the MIM observation taking place and ensure the analysis is provided to the Supervising Social Worker undertaking the assessment to be included in the assessment and inform the analysis of suitability. The MIM outcome will form part of the phase 1 report (see Completion of Phase One). The MIM assessor will need to arrange a feedback meeting with the Supervising Social Worker and the applicant(s). Consideration needs to be given by the MIM assessor as to whether or not to provide the feedback to the applicants together or individually. The MIM report will be presented to Adoption Panel, alongside the PAR.

Attachment Style Interview (ASI)

An ASI is a voice recorded conversational style interview, which will question the applicant(s) current relationship with their partner, family of origin and two close adults within their support network. The ASI will also ask applicant(s) about their general style of relating to others and/or other adults in terms of their self-reliance, how easy it is to get close to them and ease of accessing help. The ASI interview and outcome report will need to be completed within Phase One of the process. The ASI outcome will form part of the Phase One report (see Completion of Phase One). The ASI interviewer will need to arrange a feedback meeting with the Supervising Social Worker and the applicant(s). The ASI report will be presented to the Adoption Panel, alongside the PAR.

Sand Tray Exercise

The Supervising Social Worker undertaking the assessment will undertake this form of experiential learning with the applicant(s) to explore their immediate support networks and how they relate to one another. This information will be included in the PAR.

Completion of Phase One

Phase One should be completed within two months of the information evening being held. Once Phase One has been completed, the Supervising Social Worker must write a brief report of the outcome of the ASI, MIM and Sand Tray exercise. The report must highlight the strengths and vulnerabilities of the applicant(s), along with a recommendation as to whether or not to progress to Phase Two. This should be shared with the applicants for comment and factual accuracy checking at this stage, with the applicants invited to share their views and comments for the report. The report must be quality assured by the Adoption Practice Lead within 5 working days upon receipt. The report would need to have attached the complete ASI and MIM assessments. The Adoption Practice Lead will decide if the applicant(s) are able to proceed to Phase Two. Applicant(s) may not be suitable to progress beyond Phase One for the following reasons:

  • Conflict in applicant(s) personal relationships;
  • Severe concerns with regard to their attachment style;
  • Poor level of engagement with the process.

The decision should be recorded on the prospective adopters’ file and cited within the file chronology by the Supervising Social Worker. Once the report has been authorised by the Adoption Practice Lead, the Supervising Social Worker will need to share the outcome of the report with the applicants, via a home visit.


8. Phase Two of the Assessment Process

Phase Two of the assessment process is the collation and analysis of information in addition to the experiential Phase One to inform the PAR.

Prospective Adopters’ Report (PAR) and Experiential Learning

The PAR should take three months to complete, from the date of Phase One being completed. The assessment should be completed by the Supervising Social Worker undertaking the assessment in conjunction with the applicant(s), any household members and any birth children. The Adoption Practice Lead will review the progress of the assessment, with the Supervising Social Worker, during their formal supervision. Supervision will take place once every 4-6 weeks. Should any issues of concern arise, a meeting will be arranged with the applicant(s) and their Supervising Social Worker to discuss the concerns and determine if the assessment can proceed. This meeting will be documented on the case file and the outcome shared both verbally and in writing with the applicants. This must take place within 2 working days of the meeting being held. The Adoption Practice Lead will consider the appropriateness of presenting the concern to Adoption Panel, to enable independent oversight and recommendation. This would require a brief report, written by the Supervising Social Worker, which will involve the following points:

  • An overview of the concern;
  • A summary of the discussions held with the applicant(s);
  • An analysis and recommendation;
  • Views/comments of the applicant(s).

The report will need to be quality assured by the Adoption Practice Lead and the Supervising Social Worker will need to arrange a home visit to share the contents of the report and obtain the applicant(s)' signatures to state that the report has been shared with them. Individual assessment visits should also take place and assessment visits recorded on the prospective adopters’ electronic file.

Children in the household and their role in the assessment

The Supervising Social Worker undertaking the assessment should ensure the views of the applicant’s children are known about the introduction of an adopted child into the family. If the prospective adopter has children who are not living in the household, the extent of contact with them should be explored and understanding obtained of the rationale behind the care arrangements (e.g. shared care agreement). When the degree of contact and involvement in the household is significant, it may be appropriate for them to be included in this part of the assessment and any relevant household checks (Children and Young Persons Act 2001 Guidance Volume C, Chapter 3).

The Supervising Social Worker undertaking the assessment will complete the assessment with the applicants and will record all appropriate factual information and explore the following matters:

  • Family background and childhood (including chronologies of addresses, school attended and employment);
  • Adult life (including employment and relationships);
  • Personality and current relationship;
  • Household members (including children) and lifestyle (including ecomap and genogram);
  • Other children (including adult children) of the applicants and social/support networks;
  • Caring for children: providing warmth, empathy and encouragement;
  • Caring for children: providing structure and boundaries;
  • Caring for children: providing durability, resilience and commitment;
  • Working effectively with professionals and birth family;
  • Understanding diversity and identity, discrimination;
  • Motivation, infertility, (if any) timing of application and anticipated impact of adoption;
  • Evidence of the stability of the applicant(s)’s financial situation will be requested by the Supervising Social Worker undertaking the assessment (e.g. sight of bank/financial statements);
  • Understanding safe care trauma and trauma informed parenting;
  • Preparation and training completed and future development needs.

Each of these areas are broken down into subsections in the Children and Young Persons Act 2001 Guidance Volume C, Chapter 3 and the information covered in the guidance should be considered by the Supervising Social Worker undertaking the assessment.

Health and Safety

The home and garden should be risk assessed by the Supervising Social Worker undertaking the assessment to ensure it provides appropriate and safe accommodation for a child, and a health and safety checklist should be completed and presented to Panel. Advice will be given to the applicants on any safety issues to be addressed in the home prior and the Supervising Social Worker must set a deadline for completion prior to submission to Panel. The availability of bedrooms for adopted children should be established. Each child over 2 years old should have their own bedroom.

Pet Questionnaire

The pets of the applicants should also be seen and risk assessed by the Supervising Social Worker undertaking the assessment. A pet questionnaire must be completed for each individual animal. The questionnaire should take account of:

  • The behaviour, history and temperament of the pet with members of the household and other pets/animals;
  • Access within the home, hygiene and toileting of the pet;
  • Frequency of exercise.

Where an assessing social worker is concerned about any aspect of an animal’s safety/behaviour, from what the applicants report or through observation, the assessment must come to an end and the applicant(s) will be unable to proceed any further. The Supervising Social Worker undertaking the assessment must consider with the applicants how they plan to manage a child who is either frightened of animals or is allergic.

Safer Care

A safer care plan will be required of approved - Please see Safer Care Policy.

Welcome Book

A welcome book will be required if approved - Please refer to the Welcome Book policy and guidance.

Second Opinion Visit

Such visits can take place during this assessment phase, for reasons such as:

  • Information from statutory, personal and other references that suggest the applicant(s) lack of suitability to adopt or a risk to children;
  • Information from an ex-partner or adult child that suggests lack of suitability to adopt;
  • Reluctance of the applicant(s) child/children to proceed with the application;
  • Information about a child of the family that suggests concerns about the prospective adoptive child’s welfare;
  • The applicant(s) have withheld information about themselves, which raises concerns about their level of honesty;
  • Evidence of the applicant not being able to work co-operatively with the Family Placement Service;
  • Evidence of a lack of stability/permanence of a couples’ relationship;
  • The applicant(s) background and history suggests that placement of a child, who has experienced trauma, could trigger unresolved issues relating to earlier loss or trauma;
  • Unresolved conflicts that could impact upon placement stability. In such cases, the applicant(s) would be encouraged to seek independent counselling;
  • Evidence of a lifestyle that would be unsuitable for adoption role;
  • Concerns about the motivation of the applicant;
  • Concerns about the applicant(s) capacity to meet the emotional needs of a prospective adoptive child and manage any issues from the child’s past;
  • Concerns in relation to the applicant(s) ability to manage stress;
  • Lack of emotional resilience;
  • Lack of adequate support network.

A second opinion visit will only occur if authorised by the Adoption Practice Lead. It will be undertaken by another Supervising Social Worker, who is not known to the applicants. The Adoption Practice Lead will set out the terms of reference for the second opinion visit and will quality assure the second opinion report against the terms of reference. The outcome will be shared with the applicants for comment and accuracy, then the Adoption Practice Lead should authorise the report within 5 working days. Where there is a disagreement with the decision making, the record of the discord should be made and presented to the Adoption Panel for an independent view. The report should also form part of the assessment and must be included in the papers for Panel.


9. Completion of the Prospective Adopters Report (PAR)

Prior to Adoption Panel, the Supervising Social Worker must complete the assessment and it must be authorised by the Adoption Practice Lead before it is shared with the applicants for comment and accuracy. The Supervising Social Worker must share the report, via a home visit. Once this is complete it will be submitted again to the Adoption Practice Lead, to review the applicant(s) comments and any factual inaccuracies at least 20 working days before Panel. Please refer to Policy and Procedure for the constitution and functioning of the Isle of Man DHSC Adoption Panel. The panel bundle would need to include:

  • The PAR (including MIM analysis, genogram, ecomap, social history, chronology of school attended and employment);
  • Welcome Book;
  • Health and Safety Checklist;
  • Safer Care;
  • Pet Questionnaire;
  • Financial Statement;
  • References;
  • Preparation Training feedback;
  • Adult Attachment Style Interview report;
  • Second Opinion visit report, if necessary.

The applicant must have a copy of all the papers presented to the panel 10 days prior to Panel. The assessment and relevant documents should be signed by the assessing social worker, applicant(s) and the Adoption Practice Lead. Once completed, the panel bundle is provided to the Panel Adviser to quality assure the panel bundle at least 5 working days prior to the bundle being shared with the Adoption Panel members.


10. Adoption Panel

The Supervising Social Worker who has completed the assessment must prepare the applicants to attend panel and explain the panel process. Please refer to the Policy and Procedure for the constitution and functioning of the Isle of Man DHSC Adoption Panel.


11. Agency Decision Maker (ADM) and Representation

Please refer to the Adoption Panel Policy. After the formal recommendation and decision making stages the applicants will be informed verbally by the Supervising Social Worker who undertook the assessment, and then in writing by the ADM.


12. Compliments and Complaints

At any stage of the adoption process, the applicant(s) have a right to make a formal complaint, if they feel that process has not been followed or they feel that they have been treated unfairly. Please refer to the Comments, Compliments and Complaints Procedure.

End