Complaint Procedure
Making a complaint
We recognise that on occasion circumstances may lead to a childcarer wishing to make either a formal or informal complaint.
We believe that childcarers are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our service and any given early years setting we work with and will give prompt and serious attention to any concerns about the running of the setting. We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate person. If this does not achieve the desired result, we have a set of procedures for dealing with concerns. We aim to bring all concerns to a satisfactory conclusion for all the parties involved.
Any childcarer who has a concern about an aspect of a setting or Hello Mums should talk first with Hello Mums. Hopefully, the issue will be resolved, if not, then please write your complaint to any of the directors of Hello Mums. A written outcome will be arranged after the complaint has been investigated in full and will discuss the outcome. If you are still not satisfied with the outcome, then another meeting with all directors and a witness of your choice will be arranged. Written records will be taken at the meeting and all present will sign. Throughout this process, the discussions will be kept confidential. A final meeting will be called with the mediator to reach a decision on the action to be taken to deal with the complaint. Written records will be taken, and all present will sign and receive a copy. At any stage of this process, childcarers are within their rights to approach OFSTED directly. Ofsted’s complaints & Enforcement Team can be contacted by phone or in writing.
In the event of a childcarer wanting to complain about a member of staff or an incident at any of the settings we provide staff for, we would follow the following guidelines.
- Speak to Hello Mums directly giving as much information as possible.
- If it is discussed with Hello Mums, then they will report the complaint to the manager/owner and complete a complaint form immediately.
- The manager/owner will confirm receipt of this within 7 days
- The complaint will then be investigated, and an action plan will be drawn up to address the issue.
- Once made aware of the complaint, Hello Mums will record the complaint and file away.
Childcarer speaks to Hello Mums regarding complaint
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Letter/email of complaint to Hello Mums written by Childcarer
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Letter/email from Hello Mums to Nursery regarding the complaint
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Acknowledgement of complaint within 7 days
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Investigation
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Letter/email of response with action plan
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Complaint resolved If complaint has not been resolved Hello Mums to notify OFSTED
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Hello Mums to notify Childcarer