Tom Thumb is committed to delivering a quality service to all its members. It aims to take effective action to ensure standards are upheld and welcomes being informed where they have not been satisfactory.
What is a complaint?
A complaint is anything as parent or carer wishes to call a complaint. This can be about any aspect of the running of the group. As there is no strict definition of what constitutes a complaint, if there is any doubt, the parent or carer will be asked directly if he or she is making a complaint.
Swift resolution of the complaint.
Complaints will be resolved as quickly as possible as a complaint that is left unresolved for a lengthy period of time can be a source of conflict. Delays will be avoided and times stated for dealing with complaints will be regarded as a maximum. If delays are unavoidable then the parent or carer will be informed of the delay,
the reason for it and the revised timings. It should be remembered, however that while responding to a complain twill be a matter of priority, it will not be at the expense of the need for understanding and fairness.
Complaints Process
How to make a complaint
Complaints can be made to group staff or committee members. There are two ways in which they can be made and heard: informally and formally.
Informally
The initial approach by a parent or carer may be on an informal basis. The staff or committee member will listen carefully and after discussing the situation with the parent or carer they should agree whether the
matter
- Has been resolved satisfactorily
- Should move to the formal complaint process.
The staff or committee member will agree the course of action with the parent or carer and carry it out. When an informal approach is adopted the complainant should be kept informed by the relevant staff or committee member.
Formally
If the parent or carer wishes to make use of the formal procedure, then he or she should:
- Put the concerns or complaint in writing to the Chairperson of the Committee
- Receipt of the complaint will be acknowledged within 10 working days
- Request a meeting with the Chairperson o the Committee
- Sat the meeting have a relative or friend present
- Have a written record of the discussion made and agreed.
- Alternatively contact the Care Commission, South East Region, Stuart House, Eskmills, Musselburgh EH12 7PB (0131 653 4100)
Most problems should be sorted out at this stage. If not the appeals process should be followed. Further details can be obtained from the Committee Chairperson.
Further policies are available in the policy folder in the nursery.