Complaints Policy

As registered childminders we aim to work in close partnership with all parents, to meet the needs of their children.

We hope that you are happy with the service that we provide, however we appreciate that there may be times when you feel we may not be offering you and your child(ren) the service you require.

We hope that you will feel able to discuss any concerns or issues that you may have with us. However, we understand that you may rather not talk in front of your child(ren). If this is the case then we can arrange a more convenient time. We will make every effort to resolve the issue. Alternativly, you can put the complaint formally in writing or by email to us.

We have a mandatory duty to investigate all complaints relating to the EYFS Welfare Requirements for childminding. Depending on the nature of the complaint, we will either investigate it ourselves or we will pass it on to Ofsted to investigate. Complaints will be treated sensitively. Under the requirements of the Early Years Register and the Childcare Register you will be notified of the outcome and receive a copy of any written records regarding the complaint within 28 days.

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
• 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 keep a summary of the complaint to provide on request. This summary will not include the name of the person making the complaint. Records will be kept for 3 years.

If you feel that you are unable to talk to either of us or that the matter remains unresolved, then for impartial advice you can talk in confidence to:

The PACEY Information Line on 0800 169 4486

The Early Years Childminding Team on 0208 464 9037

If you wish to make a formal complaint then you can contact the Ofsted Complaints and Investigation Unit on 0300 123 1231.

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.