Compliments, comments & complaints Policy

SCOPE AND PURPOSE
At Bamboo Recruitment Ltd (trading as Bamboo Childcare), we are committed to providing high quality services for all our Community, taking account of users’ views and using the findings to promote and develop capacity for sustainable improvement.

This document details the complaints procedure. A complainant may be a learner, prospective learner, parent, employer or any other interested party that indicates dissatisfaction with the current level of service.

RESPONSIBILITY
Overall responsibility for this procedure lies with managers.

All staff have a responsibility to try to resolve informal complaints prior to invoking the Complaints Procedure.

All staff have a responsibility to forward formal complaints to the manager.

COMPLIMENTING OUR SERVICE
Compliments are valuable, welcome and important and when they are received, either verbally or in writing, they will be recorded. Compliments enable Bamboo Recruitment Ltd T/A Bamboo Childcare to:-

• Understand that our service is being provided to the carers’ satisfaction
• Provide positive feedback to our staff
• Influence our organisational and service development
• Inform our quality assurance programme

 
MAKING A COMPLAINT
Formal complaints can be made in the following ways:

• By telephone – 07970294680
• By Email - enquiries@bamboochildcare.co.uk             
• In writing –     Eleanor Patel
                        18 Lyndhurst Rd
                        Didsbury
                        M20 6AA            

POLICY
Bamboo Recruitment Ltd T/A Bamboo Childcare:

• Will investigate complaints thoroughly and objectively and they will be regularly monitored by the management.
• Aims to reach an outcome / decision within twenty working days – however some complaints, especially if the issue is more difficult to resolve, may take longer.
• Will contact the complainant to advise if the investigation is likely to take more than twenty working days and will keep them informed of our progress by their preferred method of contact.
• Aims to have communicated the outcomes/decisions to the complainant within twenty working days.
• Will ensure that learners will not be treated less favourably following their complaint. If this is found to be the case, staff disciplinary procedures will be followed.
• Will identify actions from complaints, comments and compliments received to improve and develop our services.

PROCEDURE
Learners

If  a  concern is reported, it should initially be raised with the office manager, or an alternative member of staff if that is not appropriate. The member of staff must take every opportunity to resolve the complaint informally. If no resolution can be sought a formal complaint should be sent in via telephone, email or written format.

If the complaint is communicated by telephone or email the member of staff can record the details on behalf of the complainant.

External complainants can contact the manager directly using the contact details: Tel: 07970294680, email: enquiries@bamboochildcare.co.uk, In writing; Bamboo Recruitment Ltd,18 Lyndhurst Rd, Didsbury. M20 6AA

As part of our drive to improve our services, we will ask for Equality and Diversity Information for example; gender, age, ethnicity etc. these details help us to make sure that all people are treated fairly.

Complaints should be recorded with as much detail as possible but most importantly should include:

• full name
• contact details.
• On receipt of a formal complaint an Investigation Lead will be allocated within five working days of receipt.  This will then trigger the 20-day cycle. 

The appointed Investigation Lead will investigate the issues raised. The Investigation Lead will be provided with details so that they have all of the information required to undertake the investigation.
Following the investigation, the outcomes/decision will be communicated to the complainant, by their preferred method of contact.

If the issues have been resolved the complaint will be closed on the Complaint System.

Compliments, Comments or Complaints should be raised within twelve months of the original issue so that evidence is available for the investigation.  Any Compliment, Comment or Complaint received after this period will not be investigated.

All complaints will be looked into and investigated but this could be limited for anonymous complaints, depending on the amount of information provided or available.

All complainants should be aware that company staff have the right to work in a pleasant and safe environment and any violent or abusive behaviour towards staff will not be tolerated.

COMPLAINTS APPEAL PROCESS
If the complainant is dissatisfied with the outcome of a complaint, they may appeal against the decision within ten working days of our response.

The appeal will be investigated by a manager independent of the original complaint and the above timescales will apply. The outcome of this appeal concludes the complaints process.

EQUALITY AND DIVERSITY
All complaints will be treated fairly and within the directives of the company’s equality and diversity policy. All complainants will be treated with respect and fairness throughout any investigations and processes linked to a complaint made.

LINKED POLICIES AND PROCEDURES
The Complaints Policy is linked to:

• Safeguarding Scheme
• Equality and diversity Policy
• Whistleblowing Policy

The policy is cross referenced to the above policies and any complaint that falls within the processes of another policy will be handled under the appropriate policy but formally logged as a complaint.