Compliments and Complaints Policy

I operate an open door policy and encourage discussion with parents/carers every day when the children are dropped off and when they are collected.  If there is ever a concern, I encourage parents/carers to speak to me immediately so that I can assess the situation and make improvements.  I hope that parents/carers feel able to bring to my attention any aspect of my childminding service that they are not happy with so that we can resolve any issues together.

In the kitchen on the left there is a comments, compliments and complaints book.  Please feel free to write in it whenever you would like.

It is a condition of my registration to investigate all written complaints relating to the fulfilment of the Statutory Framework for the Early Years Foundation Stage and/or the Childcare Register. I will notify the complainant of the outcome within 28 days of the receipt of the complaint.  I display Ofsted’s poster for parents which introduces Ofsted's childcare responsibilities and gives Ofsted contact details.  You can complain or compliment my service to Ofsted by calling 0300 123 1231 or you can write to Applications, Regulatory and Contact (ARC) Team, Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD.  You can also contact the Surrey Local Authority Designated Officer (LADO) if you are concerned about any adult at my setting on 0300 1231650 or email at LADO@surreycc.gov.uk.

Procedure (how we put the statement into practice)

I will investigate all complaints and notify the complainant of the outcomes of the investigation within 28 days.  I will keep a written record of all complaints and their outcome for at least three years. Confidentiality will be maintained but as required, we 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.

I will record the following information:

• The name of the person making the complaint.
• The Early Years Foundation Stage requirement(s) or Childcare Register requirements to which the complaint relates.
• The nature of the complaint.
• The date and time of the complaint.
• Any action taken in response to the complaint.
• The outcome of the complaint investigation (for example, ways the service has improved).
• Details of the information and findings that were given to the person making the complaint, including any action taken.
   

If the complaint cannot be resolved or if the complaint is of a serious nature and you feel you cannot discuss it with me please contact Ofsted on 03001 231231.  Ofsted produces guidance on concerns and complaints about childminders and childcare providers. This is available on the Ofsted website and provides guidance on the complainant’s right to contact Ofsted.

Policy Written by: Ilana Hill Date: 17 January 2011       Signature: ................................

Last updated and Reviewed on 3 October 2024