Compliments and Complaints policy

Policy Statement:

As registered childminders and childcarers we aim to work in close partnership with all parents to meet the needs of their children. Maintaining good communication between both parties will aid this. We expect that parents will immediately bring to our attention any aspect of our service they are not happy with so that every effort can be made to resolve the matter. Parents can make a complaint to us verbally, or in writing.

We will investigate all written complaints relating to the requirements of the Early Years Foundation Stage and we will notify the complainant of the outcome within 28 days of the receipt of the complaint.

The Childminder Agency’s and Ofsted’s poster for parents which introduces childcare responsibilities and gives their contact details is displayed in the setting.

Procedure:

Compliments

  • One way to improve our service is to understand what we do well; therefore, we will be available for parents to give positive feedback and compliments.
  • We will keep written compliments in our Complaints and Compliments section of our files.
  • The childminder agency may also contact you asking for feedback about our service.

Preventing complaints from happening

  • We will agree with the parents/carers and put in writing all the details of the contract between ourselves and the parents prior to the beginning of the childminding relationship.
  • The latest copy of our policies and procedures are displayed on our website. These are copy protected to reduce other childminders plagiarising our work.  However, if you would like a copy please let us know.
  • We will endeavour to follow the policies and procedures at all times.
  • We will encourage open dialogue in the relationship with the parents so that any misunderstandings can be sorted out.
  • If you have any concerns or issues regarding the care we provide for your child please do let us know. Often a concern is a simple misunderstanding that can be easily resolved, unaired it can fester and become a major issue.

If a parent wants to make a complaint to Ofsted or the Childminder agency about the care we offer

  • We will offer all parents a copy of this procedure so that they understand that they are able, if they see fit, to contact Ofsted or the childminder agency to complain about an aspect of our care.
  • The Childminder Agency contact details are as follows:

    Telephone 01444 848118.
    Post: Complaints Department, Little Footsteps Childcare Ltd, Signal House, 12a Station Road, Burgess Hill, West Sussex. RH15 9DQ.

  • The Ofsted contact details are as follows:

    Telephone: 03001231231.
    Post: The National Business Unit, Ofsted, Piccadilly Gate, Store Street, Manchester, M1 2WD.
Each childminders registration number and regulator are displayed on the registration certificate on display at the setting

If a formal complaint is made against us relating to the EYFS Statutory Framework
  • We will record the details of the complaint including:
    • name of the complainant
    • who the complaint was made about
    • date of the complaint
    • details of the complaint
    • action taken to resolve the complaint
    • the final outcome.
  • We will keep a copy of any correspondence or written explanation with the parents concerned and prepare a summary of the complaint that would be available if any parents wished to see it.
  • We have a legal obligation to investigate it and respond to the parents within 28 days.
  • We will tell the parents of any action we have taken or intent to take as a result of the investigations findings.
  • We will discuss with the parents the suitability of us continuing to look after their child, unless the parents have already terminated the contract. This may result in our serving notice to terminate the contract.
  • We will seek legal advice and advice from the Childminder Agency as appropriate.
  • We will keep written complaints for a period of five years.

If a formal complaint is made against us not relating to the EYFS Statutory Framework

We will record the details of the complaint including:

    • name of the complainant
    • who the complaint was made about
    • date of the complaint
    • details of the complaint
    • action taken to resolve the complaint
    • the final outcome.
  • We will keep a copy of any correspondence or written explanation with the parents concerned.
  • We will attempt to discuss the nature of the complaint with the parents and resolve the complaint amicably.
  • We will seek legal advice and advice from the Childminder Agency as appropriate.
  • We will discuss with the parents the suitability of us continuing to look after their child, unless the parents have already terminated the contract. This may result in our serving notice to terminate the contract.
  • We will keep written complaints for a period of five years.