Complaints Procedure

If your complaint relates to an issue that puts children in an unsafe situation to you are concerned for the welfare of any children who attend Bubbles please refer to our Safeguarding and Child Protection policy.

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In the first instance of dissatisfaction:

As registered childminders, we aim to work in close partnership with all parents/carers to meet the needs of their children. However, if there is any aspect of our service that does not meet your expectations, I am happy to discuss this with you. If you feel comfortable communicating this verbally, we can hopefully resolve the issue straight away. If you would prefer to make a complaint in writing, you can send this to my email address or by post.

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To make a formal complaint:

If we have discussed the issue and you feel it has still not been resolved you can submit your complaint to Bubbles in writing by email or by post. We will respond formally, in writing, to the complaint within 5 working days, or within 28 days should further investigation need to be undertaken, offering a solution or a formal meeting to discuss the issue.

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If we cannot resolve an issue between ourselves and you wish to make a formal complaint, then you can contact the Ofsted Complaints and Investigation Unit via telephone on 0300 123 4666 or email at enquiries@ofsted.gov.uk. If you contact Ofsted or a registering agency, they will review the information you provide and decide what to do. They may carry out an immediate inspection, ask the provider to take action or work with other agencies to look at any issues. Please be advised that Ofsted and registering agencies can only address complaints that link directly to the childcare registration requirements. They cannot intervene with any personal or financial disputes.

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If your complaint does not relate to the childcare aspect of provision:

Any disputes related to the provision of funded childcare should be discussed with the relevant local authority, in the case of Bubbles this would be Wiltshire Council. 

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Issues relating to confidentiality, privacy and/ or data handling should be directed to the ICO (Information Commissioner's Office).

 

You may find some support and advice for disputes regarding contractual arrangements through Citizens Advice. However, these are private legal issues and as such, may need court involvement to be resolved officially.

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What happens when a complaint is made against a Childminder?

Section 3.75 of Statutory Framework for the EYFS states that 'all providers must investigate written complaints relating to their fulfilment of the EYFS requirements and notify complainants of the outcome of the investigation within 28 days of having received the complaint.' As such, I must investigate all written complaints relating to the safeguarding and welfare requirements of the EYFS. It is also a requirement by Ofsted that all complaints are logged, along with the outcome and any action taken. This information will be available to Ofsted. Written records of complaints and their outcomes must be kept for at least three years. Complainants should usually be told the outcome of a complaint and given details of any actions taken. 

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The following information will be recorded:

• the name of the person making the complaint

• the EYFS requirement to which the complaint relates

• 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

• details of the information and findings provided to the person making the complaint, including any action taken