Complaints Policy

As a registered childminder I aim to work in close partnership with all parents to meet the needs of their children. Maintaining good communication between both parties will aid this. I welcome suggestions and constructive criticism from parents/carers and children to help me improve the quality of my provision.

From time to time a parent/carer or child may find it necessary to make a complaint. I will inform the complainant of the availability of any advocacy service which I believe may be of assistance (Childminding and Day Care Wales Regulations 2010, Regulation 33:3).

I will handle all complaints in a sensitive and confidential manner and where possible will aim to resolve your concerns informally.

You may prefer to put the complaint in writing. I will acknowledge receipt of this in writing as soon as possible.

I will investigate all complaints and notify the complainant of the outcomes of the investigation within 14 days. This may be extended for a further 14 days with prior agreement from the complainant if necessary. Where appropriate, I will share any accounts of findings of investigations and the actions taken or to be taken, with parents/carers at the setting.

If a complaint is made that is part of a wider investigation by other outside agencies, the investigation will be suspended until the outcome is received. If the investigation has been suspended, I will notify the complainant and inform them when it has been concluded.

Any discriminatory remarks or behaviour will be challenged (both with children and their parents) and children will be encouraged to understand the effect of such remarks and behaviour – the hurt they cause.

If it is felt a child has been treated unfairly alongside their peers, parents are encouraged to raise their concerns with me immediately.

It is a requirement by CIW that all complaints are logged along with the outcome and any action taken, these records must be available to show the CIW childcare inspector if required.

I will record the following information.

- The name of the person making the complaint.

- 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.

All written complaints will be kept for at least 3 years with details of action taken.

The Care Inspectorate Wales (CIW) welcomes your concerns, comments and compliments about my setting. They are unable legally however, to investigate individual complaints or resolve disagreements between people and registered childcare providers.

CIW may consider the issues and look at these as part of their inspection.

You can raise a concern with CIW in a number of ways:

CIW on 0300 7900 126

E-mail CIW@gov.wales

Write to: CIW National Office

Welsh Government

Rhydycar

CF48 1UZ

Children’s complaints

I understand there may be occasions when a child may have a complaint, either about me or my service. I aim to be approachable, however, I realise some children may feel uncomfortable broaching issues directly to myself, or are unable to due to additional needs. Therefore, I have a complaints form which is available to children to voice their concerns – they can do this anonymously if they wish. I will take these issues seriously and aim to address and rectify them as soon as possible. If I feel the complaint is of a serious nature I will discuss with parents and seek guidance from PACEY.

I want children in my setting to have a voice and feel that they are heard. Their feedback is very important to me.