Hello Mums is committed to providing a professional and supportive environment for our childcare providers and fostering positive relationships with the early years settings we partner with. We recognize that concerns may arise, and we have established this procedure to ensure all complaints are handled fairly, efficiently, and confidentially. We aim to resolve complaints promptly and to the satisfaction of all parties involved.
Informal Resolution (in case of late arrival, lack of ID and other minor issues):
We encourage childcarer and nurseries to initially address any concerns informally with Hello Mums either in writing or over the phone. Often, issues can be resolved quickly and amicably through open communication.
Formal Complaint Procedure:
In case of a complaint or an incident, a formal complaint must be submitted in writing (email) to jobs@hellomums.co.uk (childcarers) and bookings@hellomums.co.uk (for nurseries). The Hello Mums team will not be able to respond directly over the phone to formal complaints and will request the complaint to be raised in writing.
The complaint should include:
A clear and concise description of the issue.
The date, time, and location of the incident (if applicable).
Names of any individuals involved.
Any supporting documentation (e.g., witness statements).
Hello Mums' Response:
Acknowledgement: We will acknowledge receipt of the formal complaint within 2 working days.
Investigation: We will conduct a thorough and impartial investigation of the complaint, which may involve interviewing relevant parties and reviewing any submitted evidence. During the course of investigation, the childcarers account might be put on hold and they may not be able to accept jobs via Hello Mums. Hello Mums may put the nursery’s account on hold and Hello Mums may refuse to provide any services to the nursery. In relevant cases, Hello Mums will report the childcarer or the early years setting to any of the following authorities: LADO, Ofsted, DBS, police.
Communication: We will keep the complainant informed of the progress of the investigation.
Outcome: We will provide a written response to all parties involved, outlining the findings of the investigation and any actions taken. This response will be provided within 30 working days of receiving the complaint.
Escalation:
If the complainant is not satisfied with the outcome of the investigation, they may appeal the decision in writing to jobs@hellomums.co.uk (childcarers) and bookings@hellomums.co.uk (for nurseries) within 5 working days of receiving the written response. The appeal should clearly state the grounds for disagreement and any additional evidence.
Final Decision: Hello Mums will review the appeal and make a final decision. The complainant will be notified of the final decision in writing within 5 working days.
External Referral: If the complaint remains unresolved after exhausting our internal process, the complainant has the right to contact Ofsted directly.
Confidentiality: All complaints will be treated with confidentiality. Information will only be shared with those directly involved in the investigation and resolution process.
Record Keeping: We will maintain accurate records of all complaints, investigations, and outcomes.