Complaints

As a registered childminding setting, we aim to work in close partnership with all parent(s)/carers, to meet the needs of their child(ren). (Please see our Working with Parent(s)/Carers policy).

If there is any aspect of our service you are not happy with please could you bring it to our attention. This would probably be verbally, and every effort will be made to resolve the issue through frank and open discussion. If you prefer, you can put the complaint formally in writing or by email to us, and complaints slips are readily available.

We have a mandatory duty to investigate all complaints relating to the national standards for childminding.

Depending on the nature of the complaint, we will investigate it ourselves or it will be passed on to Ofsted to investigate. For impartial advice, you can call the PACEY Information Line on 0300 003 0005. Complaints will be treated sensitively. You will be notified of the outcome and receive a copy of any written records regarding the complaint within 28 days.

We use the Provider Complaints Record which is available on the Ofsted website at www.ofsted.gov.uk to record any complaints.

We will keep a written record of all complaints. It will remain confidential unless an Ofsted inspector asks to see it. We will record the following:

• Name of person making the complaint.
• The national standard(s) to which the complaint relates.
• Nature of the complaint.
• Date and time of the complaint.
• 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 (which should have been provided to them within 28 days), including any action taken.

We will also keep a summary of the complaint to provide on request to any parent of a child for whom we act as childminders and Ofsted. This summary will not include the name of the person making the complaint to maintain confidentiality.

Records will be kept for the appropriate amount of time.

If the complaint cannot be resolved or if the complaint is of a serious nature and you feel you cannot discuss it with us you should contact Ofsted on 0300 123 1231.