The Hardwick B & A Club aims to provide a high quality, efficient and accessible service to parents/carers and children. The way that we work is reviewed regularly. However from time to time a parent/carer or child may feel that they have a complaint about an individual member of staff or some aspect of our childcare provision. If a parent/carer has an issue either involving an individual child or the childcare provision as a whole they can do the following:
- The parent/carer should talk with the play leader or manager of the provision. If a parent/carer feels unable to deal with the matter in this way they can approach the chairperson or other member of the committee.
- The complaint should then be put in writing to the manager or chairperson
of the
clubs committee. Full details with names and dates should be included
letting us know what it is you are unhappy about.
- We will acknowledge your complaint within 7 working days, if there is a delay we will advise you of the reasons and we will keep you up to date with what is happening and we will give you a full reply.
- A meeting will be organised between the complainant, staff member and the chairperson. An agreed written record of the discussion will be made. Both the member of staff and the complainant are entitled to bring along a friend or partner for support.
MOST COMPLAINTS SHOULD BE RESOLVED INFORMALLY OR AT THIS INITIAL STAGE.
If a parent/carer and childcare provision cannot reach an agreement it might be helpful to invite an external mediator, one who is acceptable to both parties, to listen to both sides and offer advice. The mediator has no legal powers but can help to clarify the situation. Staff or volunteers within the Suffolk ACRE will be available to act as mediator if both parties agree. The mediator will keep all discussion confidential. The mediator will meet with the group if requested and will keep an agreed written record of any meetings that are held and of any advice s/he has given.
If the complaint concerns a breach of childcare legislation or puts a child
at risk the
Joint Registration and Inspection Unit will be informed to ensure proper
investigation of the complaint followed by appropriate action.
At all points throughout this procedure the parent/carer will be kept fully informed of progress. Complaints will be taken seriously and dealt with fairly and in a way that respects confidentiality. The complainant will be notified of the outcome of the investigation within 28 days of having received the complaint.