Integrity Childminder Agency – General Complaints Procedure

A copy of complaints procedure which will be available for all parents/carers and stakeholders on the website.

 

Stage 1

The Agency aims to work in close partnership with childminders, parents and stakeholders.  If however there is any aspect of the service that does not meet your expectations your childminder would be happy to discuss this with you.  If any parent/carer or stakeholder has cause for concern, in the first instance, we would encourage them to speak directly to the childminder.  A suitable solution can often be found if the concern is addressed at this point.

Stage 2

If that is not possible, then please contact Integrity Childminder Agency informally, to try and resolve the problem.  However, if the concern still remains unresolved after this we will escalate the concern to a complaint. The complaint should be put into writing to Integrity Childminder Agency.  The complainant should include details of the complaint including names, dates, evidence and any other important information related to the nature of the complaint.

Stage 3

If Integrity Childminder Agency believes that the situation has child protection implications, they will contact the Local Area Designated Officer (0800 1313 126) and follow the Child Protection policy. They will follow advice given by the Local Safeguarding Children’s Board and inform Ofsted of the actions taken.

If Integrity Childminder Agency believes that a criminal offence has been committed, then they will contact the police.  They will follow advice given by the police (101) and inform Ofsted of the actions taken.

Stage 4

Integrity Childminder Agency will acknowledge receipt of the written complaint as soon as possible and offer an explanation to the complainant if there is a legitimate delay in responding.  Integrity Childminder Agency will investigate the matter within 28 days of receipt of the complaint. The investigation will include a verbal testament by the childminder involved followed up by a written transcript of the discussion.

There will be sent a full and formal response, which will be copied to all relevant persons if appropriate. The response will include any action or review of our policies and procedures, emerging from the investigation.

If the complainant feels that the matter is not been satisfactorily resolved, then a formal meeting will be called with the complainant and Integrity Childminder Agency.  If appropriate the childminder involved may also be invited to attend this meeting. If the complainant is still not satisfied, they should contact Ofsted, who are responsible for the registration and inspection of Integrity Childminder Agency at:

Applications, Regulatory and Contact (ARC) Team
OFSTED
Piccadilly Gate
Store Street
Manchester M1 2WD
Tel 0300 123 4666

Or email https://contact.ofsted.gov.uk/online-complaints