Complaints Policy

 

As a registered childminder, I aim to work in close partnership with all parents, to meet the needs of their children.

If there is any aspect of my service you are not happy with, please bring it to my attention and I will make every effort to resolve the issue through frank and open discussion. I promise to listen to you. You can put the complaint to me verbally. I would be happy to meet you in your own home if you feel more comfortable or in the setting if you feel that would help you to get across any worries you may have with my provision. If you prefer, you can put your complaint to me more formally in writing.

It is a condition of my registration to investigate all written complaints relating to the requirements of the Early Years Foundation Stage (April 2017) and I will notify the complainant of the outcome within 20 days of the receipt of the complaint.

I will keep a written record of all complaints and their outcome for at least three years.

I will maintain confidentiality but will provide Ofsted, on request, with a written record of all complaints within a specified period and the action taken as a result of each complaint.

If a complaint is made, the following information will be recorded:

  • The source of the complaint

  • The nature of the complaint

  • The Early Years Foundation Stage requirement(s) to which the complaint relates.

  • The details of the complaint.

  • The date and time of the complaint

  • How the complaint was dealt with

  • Who investigated the complaint?

  • Full details of my investigation

  • Details of the information and findings that were given to the person making the complaint, including any action taken. I will also confirm whether a written response was given to the complainant within 28 days.

  • Whether a copy of the complaints record has been shared with all parents.

  • Sign and date the complaints record.

If the complaint cannot be resolved or if the complaint is of a serious nature and you feel you cannot discuss it with me you should contact Ofsted. You can contact Ofsted about your concerns by telephoning them on 0300 123 1231 or write to them at:

Applications, Regulatory and Contact (ARC) Team,

Ofsted,

Piccadilly Gate,

Store Street,

Manchester

M1 2WD

You can also obtain Ofsted’s fact sheet with regards on how to complain about childcare providers by going to https://www.gov.uk/government/publications/information-for-parents-about-ofsteds-role-in-regulating-childcare

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