Concerns, Complaints & Compliments Procedure
At Bijou Nursery we believe that parents are entitled to expect courtesy and prompt, careful attention to their individual needs and wishes. We always hope that parents are happy with the service provided and we encourage parents to voice their appreciation to the staff concerned.
We record all compliments and share these with staff.
We welcome any suggestions from parents on how we can improve our services and will give prompt and serious attention to any concerns that parents may have. Any concerns will be dealt with professionally and promptly to ensure that any issues arising from them are handled effectively and to ensure the welfare of all children, enable ongoing cooperative partnership with parents and to continually improve the quality of the nursery.
We have a formal procedure for dealing with complaints where we are not able to resolve a concern. Where any concern or complaint relates to child protection, we follow our Safeguarding Children/Child Protection Policy. Parents can also make complaints direct to CIW.
Internal Complaint
Procedure Stage 1
If any parent should have cause for concern or any queries regarding the care or early learning provided by the nursery, they should in the first instance take it up with the child's key worker or a senior member of staff/room leader/manager or owner. If a complaint is made about manager or senior member, they may not wish to discuss with manager/staff they can make a complaint to the owner Samantha Rennison and the complaint can either be resolved with themselves or the complaint can be made directly to CIW and the complaint can be documented and reviewed of what action to take and same instances apply for complaints about staff or manager.
Stage 2
If the issue remains unresolved or parents feel they have received an unsatisfactory outcome, then they must present their concerns in writing as a formal complaint to the nursery manager or responsible individual. The manager or responsible individual will then investigate the complaint and report back to the parent within 7 days. The manager or responsible individual will document the complaint fully and the actions taken in relation to it in the complaint’s logbook.
(Most complaints are usually resolved informally at stage 1 or 2.)
Stage 3
If the matter is still not resolved, the nursery will hold a formal meeting between the manager, parent, and the senior staff member to ensure that it is dealt with comprehensively. The nursery will make a record of the meeting and document any actions. All parties present at the meeting will review the accuracy of the record and be asked to sign to agree it and receive a copy. This will signify the conclusion of the procedure.
Stage 4
If the matter cannot be resolved to their satisfaction, then parents have the right to raise the matter with CIW. Parents are made aware that they can contact CIW at any time they have a concern, including at all stages of the complaints procedure and are given information on how to contact them. CIW is the registering authority for nurseries in Wales and investigates all complaints that suggest a provider may not be meeting the requirements of the nursery’s registration. They risk assess all complaints made and may visit the nursery to carry out an inspection where it believes requirements are not met.
Our investigation into any alleged incident will continue unless an outside agency was leading their own investigation in which case our investigation will be placed on hold until the external bodies investigation has been completed.
A record of complaints will be kept in the nursery. The record will include the name of the complainant, the nature of the complaint, date and time complaint received, action(s) taken, result of any investigations and any information given to the complainant including a dated response.
Parents will be able to access this record if they wish; however, all personal details relating to any complaint will be stored confidentially and will be only accessible by the parties involved. CIW inspectors will have access to this record at any time during visits to ensure actions have been met appropriately.
Contact details for the CIW:
To raise a concern:
Phone: 0300 7900 126
Email: CIW@gov.wales
Write to CIW:
Care Inspectorate Wales
Welsh Government
Rhydycar Business Park
CF48 1UZ
For general enquiries:
Llandudano Junction Telephone:
0300 7900 126
0872 437 7301
E-mail: CIW.LlandudnoJunction@gov.wales
Post:
Care Inspectorate
Wales Welsh Government Office
Sam Mynach
Llandudno Junction
LL31 9RZ
Merthyr Tydfil Telephone:
0200 7900 126
0872 437 7302
E-mail: CIW.Merthyr@gov.wales
Care Inspectorate
Wales Welsh Government Office
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
Carmarthen Telephone:
0300 7900 126
0872 437 7303
Email: CIW.Carmarthen@gov.wales
Post:
Care Inspectorate Wales
Government Buildings
Picton Terrace
Carmarthen
SA31 3BT
Parents will also be informed if the nursery becomes aware that they are going to be inspected and after inspection will provide a copy of the report to parents and/or carers of children attending on a regular basis.
We will adopt this policy for all children within our setting across all ages groups up to age 8.
​
​
​
​