Complaints Policy & Procedures

 
Despite all our efforts as a company, there may be instances where an individual feels it is necessary to complain about a service. Trio have a Complaints Officer who is responsible for ensuring that each complaint is dealt with by collating all the relevant information relating to the complaint, discussing the matter with the relevant staff and recording all developments and that the matter is dealt with in a fair and impartial manner. As a company, we would encourage a client to voice their opinion on the services provided by this company and we will ensure that any worries they may have will be taken seriously and will be noted for future decisions.

Trio’s complaints procedures place an emphasis on resolving issues at a local level. All childminders, parents, and other stakeholders are informed about our complaints processes and they are published on our website.  Trio have developed a Parents Poster for display by our Agency registered childminders which gives parents / carers information on how to contact Trio if they have a concern about the childminder or Ofsted should they have a concern or query about the Trio Childminder Agency.  Ofsted Registered Childminders will also be displaying a poster informing parents and/or carers details on how to complain.

Trio understand a variety of people may wish to complain concerning the company’s failure to act on a particular matter e.g. the services provided or the conduct of a member of staff or about the practice or services of a Trio Agency Registered Childminder or perhaps about the services of an Ofsted Registered Childminder.  They may register this in the first instance in a number of ways either by phone, letter, or email.

If the complaint is about 'care of children':-
If a complaint is received from a parent about childcare, the staff member taking the call needs to establish if the childminder is part of Trio’s Childminding Agency or not and from what area they are from:
* A childminder registered on Trio’s Childminding Agency – refer to their CQI
* A childminder not on our Agency - refer to OFSTED

If the complaint is about access or quality of Trio training our complaints officer will follow internal investigation procedures by contacting in the first instance the tutor/assessor.

If the complaint is about a member of staff and this is not our Complaints Officer, our complaints officer will follow internal investigation procedures commencing with discussions with the staff member’s line manager.


What happens after a complaint is received:

a) Within 3 working days of receiving an official complaint, the ‘client’ will receive a letter confirming the nature of the complaint and an explanation of the complaint process from the Complaints Officer.  The client will be asked to sign and return the summary of the complaint so that we may proceed with the matter.

b) Within 10 working days of receiving the official complaint, the client will receive another letter from the Complaints Officer that either suggests ways of resolving the problem or noting Trio Childcare Connections Ltd. decision.  This letter will explain other options available to the client should they disagree with the action taken.  The level of safeguarding concerns raised may elevate the actions required in a short time scale.

c) Should the client decide to appeal against the action taken, Trio’s MD will, within 7 working days of the client informing us that they are dissatisfied with the first decision, send a letter to say that they have received the complaint and will be looking into the matter.

d) Within a maximum of a further 10 working days, Trio’s MD will inform the complainant either of their decision or to arrange a meeting to discuss the matter further. 

e) If the complaint is about the Complaints Officer, the matter will be dealt with at (a) and (b) by an alternative Senior Manager. 


Date last reviewed: November 2016

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