Most worries are sorted out at the door with a quick chat, and a good complaints policy says so first. It also sets out what happens when that isn't enough, which the Childcare Register and Ofsted expect you to have written down.
What the policy must cover
- Talk first. Invite parents to raise anything with you straight away.
- A written complaint. How to make one, and that you'll investigate.
- The reply. You reply in writing with the outcome within 28 days.
- The record. You keep a record of every complaint and what happened, for at least three years, and show it to Ofsted when asked.
- Ofsted's details. Parents can contact Ofsted at any time on 0300 123 1231. Give them the number in the policy and your contract.
Handling one well
When a complaint comes in writing, acknowledge it the same day, even if it's only to say you've received it and when you'll reply. Keep to facts in your reply, say what you've changed if anything needs changing, and keep a copy. Parents mostly want to feel heard and to know something will be different.
If the complaint is about a child's safety, your safeguarding policy comes first.
How it looks in your contract
From a GoChildmind contract
Complaints. Please talk to me first if you are unhappy about anything. If you want to make a complaint, put it in writing. I will investigate, and reply in writing with the outcome within 28 days. I keep a record of every complaint and its outcome for at least 3 years, and show it to Ofsted on request. You can contact Ofsted at any time on 0300 123 1231.
Put your own details in, freeRead the full sample contract
Questions people ask
How long does a childminder have to respond to a complaint? Reply in writing with the outcome within 28 days of receiving a written complaint.
Can a parent go straight to Ofsted? Yes. Parents can contact Ofsted at any time, and your policy should say so.