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Policy of The Moment

COMPLAINTS PROCEDURE

If you find that you have a problem with a person, situation or set of circumstances during your time at Kilcoy Kindergarten you need to know what to do. We will always encourage you to find a resolution on an informal basis if that is possible, and you can draw on advice from the manager or proprietor. If it is not possible to resolve the situation informally then there are formal procedures with clear steps to follow.

Complaints may be about the standard of service, actions or lack of action by the manager and staff. Most complaints will be handled on an informal basis with the staff concerned. If the complaint cannot be resolved satisfactorily, it will then be raised with the proprietor, who is responsible for all complaints being followed through to conclusion. On occasion disciplinary procedures may be used against staff who have not followed the procedures set out by the Kindergarten.

The Kindergarten aims to provide the best service possible within available resources. If there are difficulties or situations that are not satisfactory then we need to know. Your concern or complaint will always be taken seriously and you will never be disadvantaged by the fact that you have made a complaint, provided it is done in good faith and without malice.

Your first point of contact is the Nursery Manager who will either assist you to take the matter up or refer you to the proprietor.

A formal (written) complaint will be acknowledged in writing within 5 working days. An investigation will then take place and the outcome will normally be reported to you within 15 working days. Appropriate time must be allowed for investigation and a complex matter may need more time than this.

Where there is a route for appeal against a decision this will be outlined in the formal letter you will be sent.

If you are still dissatisfied with the result please contact the Care Inspectorate:

The Care Inspectorate
Castle House
Fairways Business Park
Inverness
IV2 6AA

Tel: 01463 227 630 Fax: 01463 227 649

http://www.scswis.com

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