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COMPLAINTS PROCEDURE

For PARENTS/ GUARDIANS/ CARERS

If you have any concerns or wish to complaints against the care your child or yourself is receiving within Tiddlywinks, the following procedure should be followed:

1. The person who is directly involved in the care of your child at Tiddlywinks should be approached informally in the first instance. The member of staff concerned will log the complaint and the outcome in the Complaints Book – see attached sheet for sample entry.
2. If a problem cannot be resolved informally, the Centre Co-ordinator/ Manager/ Playworker should be contacted. A verbal reply will be given within 24hours and a written reply within 5 days.
3. If a problem is still unresolved then the Chairperson of the Management Committee will be asked to mediate. This will take place within 7 days of the response to point 2. The outcome will be confirmed in writing within 5 days of that meeting.
4. The nature of complaints and their resolution will be discussed at the monthly staff meeting and at the monthly Management meeting. Remedial action will be taken immediately if necessary.
5. We would remind you, if the issue at hand has not been resolved to your satisfaction, or if you believe that the procedure has not been adhered to, or at any other time you feel appropriate, you can contact the regional office of the Care and Social Services Inspectorate of Wales on 01267 245160.

SAMPLE COMPLAINTS BOOK ENTRY SHEET

Date:                                                Time:

Name of Parent/Guardian:

Name of Child

Member of Staff:

Nature of Complaint:

Action Taken:

Outcome:       Verbal communications (dates and times) (Please attach copies) Written communication(dates and times): (please attach copies)

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