At Daffodil WLC, we are committed to addressing any concerns or complaints promptly and effectively to ensure the well-being of the children in our care. We adhere to The Child Minding and Day Care (Wales) Regulations 2010 and National Minimum Standards for Regulated Childcare for children up to the age of 12 years. Specifically, Regulations: 32: Complaints, 33 Handling complaints, 34 Local Resolution, 35 Formal consideration, 36 Complaints subject to concurrent consideration and Standard 19: Children and their parents are confident that their complaints will be listened to, taken seriously and acted on.
As equally beneficial as Complaints, Compliments are encouraged as they help us during our reflections and when analysing our strengths and weaknesses. Pin-pointing the areas that are triumphant in our practices, enables us to continue providing specific services that positively impact the Childrens time in our care.
What We Will Do
- Encourage Open Communication - We will foster a culture of open communication with parents/carers and children, encouraging them to voice any concerns they may have regarding our services. We believe that transparent communication is essential for maintaining trust and ensuring the best possible care for the children.
- Handle Complaints Sensitively - We will handle all complaints with sensitivity and confidentiality, respecting the privacy and dignity of those involved. Our aim is to resolve issues through constructive dialogue and mutual understanding, creating a supportive environment for addressing concerns.
- Ensure Accessibility - We will ensure that our complaints procedure is easily accessible to all parties involved, including parents, children, and the local authority if childcare is arranged for a relevant child. Clear information about how to make a complaint will be provided, and we will be readily available to offer guidance and support.
- Inform Childminding Assistants - Where applicable, we will inform our childminding assistants about our complaint procedure, providing them with a copy and ensuring they are appropriately trained in its operation. This ensures that our entire team is equipped to handle complaints effectively and in line with our policies.
- Provide Information on Advocacy Services - We will inform parents about advocacy services that may assist them in resolving complaints, including signposting them to relevant resources such as PACEY for parents - settling disputes. Our goal is to empower parents to seek the support they need to address their concerns effectively.
- Commit to Timely Resolution - We are committed to addressing complaints promptly, aiming to resolve them within 14 days of receipt. If additional time is required for thorough investigation or resolution, we will seek the complainant’s agreement to extend this timeline while keeping them informed of progress throughout the process.
- Maintain Detailed Records - We will maintain detailed records of all complaints, including the nature of the complaint, actions taken, and the outcome of our investigation. This information will be documented using a standardised complaint form and made available to CIW upon request, ensuring transparency and accountability in our procedures.
- Communicate Resolution to Relevant Parties - Upon resolution of a complaint, we will communicate the outcome to all relevant parties involved, including those responsible for arranging childcare. This ensures that all stakeholders are informed of the outcome and any actions taken to address the concerns raised.
- Advise on Right to Complain - We will advise parents of their right to complain to the Local Authority if childcare has been arranged by them, providing information on how to access the relevant complaint procedure. This empowers parents to seek further resolution if they are dissatisfied with our internal process.
- Address Complaints subject to Concurrent Consideration (See Below) - In cases where a complaint becomes subject to concurrent consideration, we will collaborate with relevant bodies to determine the appropriate handling. We will follow Regulation 36 requirements and seek appropriate advice and guidance to ensure that complaints are addressed effectively and in line with legal obligations.
Explanatory Note on Complaints subject to Concurrent Consideration
- If a complaint becomes subject to concurrent consideration due to legal proceedings or ongoing investigations, we will work collaboratively with relevant bodies to determine the best course of action. This may involve temporarily discontinuing consideration if it could compromise other proceedings, with the option to resume at the complainant’s request.
At Daffodil, we are committed to maintaining the highest standards of care and professionalism, and our complaints procedure reflects this commitment. We strive to ensure that all praises and concerns are addressed promptly, fairly, and with the utmost respect for the well-being of the children and their families.
CIW Contact Information
Telephone: 0300 7900 126
E-mail: CIW@gov.wales