Complaints
Procedure
As a registered childminder I aim to work in close partnership with all parents, to meet the needs of their children. I hope that you are happy with the service that I provide, but I appreciate there may be times when you feel that I am not offering you and your child(ren) the service that you require. I hope that you will feel able to discuss any concerns or issues that you may have with me directly. If you would rather not talk in front of your child(ren) then we can arrange a more convenient time, for example in the evening or at the weekend. I will make every effort to resolve the issue. If you prefer, you can put the complaint formally in writing or by email to me.
Complaints will be treated sensitively. Depending on the nature of the complaint, I will investigate myself or it will be passed on to CSSIW to investigate. You will be notified of the outcome and receive a copy of any written records regarding the complaint within 28 days.
When CSSIW receive a concern or complaint about a provider they look to see whether they are providing a safe service or if they are failing to meet the requirements and conditions of their registration. If CSSIW think they are not doing these things, they will arrange to carry out an inspection or ensure this aspect is checked at the next scheduled inspection.
CSSIW is not a complaints agency, and cannot deal with complaints linked to individual circumstances. If they are not able to deal with your particular complaint, they will direct you to the organisation best placed to help you.
I will keep a written record of all complaints. It will remain confidential unless CSSIW ask to see it. I 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.
I will also keep a summary of the complaint to provide on request to any parent of a child for whom I act as a childminder and CSSIW. This summary will not include the name of the person making the complaint. Records will be kept for 3 years.
If at any time you feel that you are unable to talk to me or that after talking the matter remains unresolved, then for impartial advice you can talk in confidence to:
The Professional Association for Childcare and Early Years (PACEY) on 0845 880 1299
Or
CSSIW, Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ, Telephone: 0300 062 8888
As a registered childminder I aim to work in close partnership with all parents, to meet the needs of their children. I hope that you are happy with the service that I provide, but I appreciate there may be times when you feel that I am not offering you and your child(ren) the service that you require. I hope that you will feel able to discuss any concerns or issues that you may have with me directly. If you would rather not talk in front of your child(ren) then we can arrange a more convenient time, for example in the evening or at the weekend. I will make every effort to resolve the issue. If you prefer, you can put the complaint formally in writing or by email to me.
Complaints will be treated sensitively. Depending on the nature of the complaint, I will investigate myself or it will be passed on to CSSIW to investigate. You will be notified of the outcome and receive a copy of any written records regarding the complaint within 28 days.
When CSSIW receive a concern or complaint about a provider they look to see whether they are providing a safe service or if they are failing to meet the requirements and conditions of their registration. If CSSIW think they are not doing these things, they will arrange to carry out an inspection or ensure this aspect is checked at the next scheduled inspection.
CSSIW is not a complaints agency, and cannot deal with complaints linked to individual circumstances. If they are not able to deal with your particular complaint, they will direct you to the organisation best placed to help you.
I will keep a written record of all complaints. It will remain confidential unless CSSIW ask to see it. I 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.
I will also keep a summary of the complaint to provide on request to any parent of a child for whom I act as a childminder and CSSIW. This summary will not include the name of the person making the complaint. Records will be kept for 3 years.
If at any time you feel that you are unable to talk to me or that after talking the matter remains unresolved, then for impartial advice you can talk in confidence to:
The Professional Association for Childcare and Early Years (PACEY) on 0845 880 1299
Or
CSSIW, Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ, Telephone: 0300 062 8888