Complaints Policy

Despite all our efforts as a company, there will be instances where an individual feels it is necessary to complain about a service.

We have a complaints officer who will ensure that each complaint is dealt with in a fair and impartial manner. They will also ensure that each complaint is given a prompt reply. 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.

The complaints officer - Gill Parish, will be responsible for ensuring that each complaint is dealt with by collating all the relevant information relating to the complaint, discussing the matter with the directors and relevant staff and by recording all developments.

How to complain:

a) A complaint is received concerning the companies' failure to act on a particular matter e.g. the services provided or the conduct of a member of staff.
b) Clients may register their complaint in a number of ways e.g. by phone, letter, or by calling into one of our offices.
c) Clients can make their complaint to any member of staff. The member of staff will then forward the complaint to the Complaints Officer
d) The details of the complaint will be confidential.

What happens after a complaint is received:

a) Within three 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 a senior or line manager that either suggests ways of solving 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.
c) Should the client decide to appeal against the action taken, the next stage is for the matter to go to a full board meeting. This will happen within 5 working days of the client informing us that they are dissatisfied with the first decision. The board of directors will send the client a letter to say that they have received the complaint and will be looking into the matter.
d) Within a further 10 working days, the board will inform the client either of their decision or to arrange a meeting to discuss the matter further.

Trio Childcare Connections Ltd. will endeavour to negotiate a suitable end to all complaints.

As we are continually trying to better our services, Trio Childcare Connections Limited monitors the number of complaints we receive. 

When a complaint is received it will be logged in the message book and a copy placed in the central complaints file. Staff should inform one of the directors of all complaints within 24 hours of receipt.

If it is written, a response will be made - in writing - by a Director or relevant support worker within five working days. This response will be made in consultation with any other staff involved in the initial action / receipt of complaint.

If the complaint is verbal, the complainant will be invited to make it in writing and time be allowed for this.

If a complaint is received from a parent about childcare, the staff member taking the call need to establish if the childminder is part of the network or not and from what area they are from.

If the complaint is about 'care of children' for:-
1. A network childminder - refer the complaint to their Network
Co-ordinator.
2. A childminder not on our Network - refer to OFSTED

If the complaint is contractual for:-
1. A network childminder - refer the complaint to their Network
Co-ordinator.
2. A childminder not on our Network - refer the complaint to the
Support Worker for the area.

If the complaint is about a member of staff:-
Please follow the above listed procedures; the complaint, after receipt,
will be investigated, in the first instance, by the staff members' line
Manager (b)

The response will indicate that if they are still not satisfied, the complainant can ask for their complaint to be considered by Directors.

If the complainant is not satisfied, then the appropriate Early Years Development and Childcare Partnership will be notified. The Partnership will then be responsible for further communication to address the complaint with the complainant.

If the complaint is in-house please report this to their line manager, or with the Directors.