At Cwtch Childcare we believe that parents/carers, their families and other interested individuals/organisations are entitled to expect courtesy and prompt, careful attention to their individual needs and wishes. We hope that at all times parents/carers are happy with the service provided and we encourage parents/carers to voice their appreciation to the staff concerned.

We record all compliments and share these with staff.

We welcome any suggestions from parents/carers and their families on how we can improve our services which can be done verbally or in writing to the setting your child attends. In addition there are suggestion box in our reception area’s which we encourage parents/carers to leave feedback. However, any concerns or complaints should follow the below process.

We will give prompt and serious attention to any concerns that parents/carers 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 setting and our childcare services.

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 and Child Protection Policy.

Stage 1

If any parent/carer should have cause for concern or any queries regarding the care or learning provided by the setting, they should in the first instance take it up with the child's key worker or a senior member of staff (setting manager or deputy setting manager). This can be done verbally or in writing.

Stage 2

If the issue remains unresolved or parents/carers feel they have received an unsatisfactory outcome, then they must present their concerns in writing as a formal complaint to the setting manager. The manager will then investigate the complaint and report back to the parent within 10 working days, if there is a reasonable reason to extend the response time the manager will inform the parent/carer. The manager will document the complaint fully and the actions taken in relation to it.

(Most complaints are usually resolved informally at stage 1 or 2.)

Stage 3

If the matter is still not resolved, the setting will hold a formal meeting between the manager, parent/carer and the director to ensure that it is dealt with comprehensively. The setting 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/carers have the right to raise the matter with Care Inspectorate Wales (CIW). Parents/carers 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 childcare services in Wales and investigates all complaints that suggest a provider may not be meeting the requirements of the nursery’s registration. It risk assesses all complaints made and may visit the setting to carry out a full inspection where it believes requirements are not met.

A record of complaints will be kept in the setting your child attends. 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/Carers 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:

• Write: Care inspectorate Wales, Welsh Government Office, Sarn Mynach, Llandudno Junction. LL31 9RZ
• Phone: 0300 7900 126
• Email: CIW@gov.wales

Parents/Carers will also be informed if the setting 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.