Complaints policy

# Complaints Procedure for Childminders

_Purpose_

To ensure that any complaints or concerns raised by parents/carers or children are listened to, responded to, and resolved in a fair and timely manner, in accordance with the Early Years Foundation Stage (EYFS) requirements.

_Scope_

This procedure applies to all children, parents/carers, and staff within the childminding setting.

_Definitions_

- _Complaint_: An expression of dissatisfaction or concern about the childminding service.

- _Concern_: A worry or issue raised by a parent/carer or child about the childminding service.

_Responsibilities_

- _Childminder_: Responsible for listening to and responding to complaints and concerns, and for implementing this procedure.

- _Parents/Carers_: Responsible for raising concerns or complaints in a timely and respectful manner.

- _Ofsted_: Responsible for investigating complaints and concerns about the childminding service.

_Procedure_

1. _Informal Stage_: Parents/carers are encouraged to discuss any concerns or complaints with the childminder in an informal setting.

2. _Formal Stage_: If the issue cannot be resolved informally, parents/carers should submit a formal complaint in writing to the childminder.

3. _Acknowledgement_: The childminder will acknowledge the complaint in writing within 5 working days.

4. _Investigation_: The childminder will investigate the complaint and gather any relevant evidence.

5. _Response_: The childminder will respond to the complaint in writing within 28 days, outlining the actions taken to resolve the issue.

6. _Resolution_: If the complaint is upheld, the childminder will implement changes to prevent similar issues arising in the future.

7. _Escalation_: If parents/carers are not satisfied with the response, they can escalate the complaint to Ofsted.

_Ofsted Complaints Procedure_

- _Contact Ofsted_: Parents/carers can contact Ofsted on 0300 123 1231 or enquiries@ofsted.gov.uk to report a complaint.

- _Ofsted Investigation_: Ofsted will investigate the complaint and may visit the childminding setting.

_Record Keeping_

- _Complaints Record_: The childminder will keep a record of all complaints, including the nature of the complaint, the investigation, and the outcome.

- _Confidentiality_: All complaints and concerns will be treated confidentially.

_Review and Evaluation_

This procedure will be reviewed and updated annually, or as required, to ensure it remains effective and compliant with the EYFS requirements.