tiney CMA aims to provide a high quality service to its registered childminders, to parents and to children. However we appreciate that there may be times when someone feels the need to make a complaint.
Complaints could be made about the service provided by either the Agency itself or a provider who is registered with the Agency. This policy and procedure is in place to ensure the Agency deals appropriately with complaints and in a timely manner.
How to complain about a childminder registered with tiney
Step 1
Each childminder registered with tiney will have their own complaints policy which should be followed prior to the matter being raised with the Agency.
Any complaint made about a childminder should first be discussed with the childminder directly to see if the issue can be resolved without taking any further action.
It should then be put in writing to the childminder who will follow their own complaints policy / procedure in order to try and resolve the matter.
Step 2
If the complaint remains unresolved at this stage, the complainant should put their complaint in writing to the Agency, for investigation. This can be via email or in app message.
The Agency will acknowledge the complaint in writing within seven days of receipt of the complaint.
The Agency will investigate the complaint and will provide a written response within 28 days of the complaint being received.
The Agency will inform all relevant parties of the outcome of the investigation in writing following the completion of the investigation.
Complaints made by a registered provider or a parent about the agency
Step 1
Any complaint made about the Agency should first be discussed with the Agency to see if the issue can be resolved without taking any further action.
Step 2
If the complaint remains unresolved we would request that the complainant put their complaint in writing to the Agency for investigation. This can be submitted via email or in app message.
The Agency will acknowledge the complaint in writing within seven days of receipt of the complaint.
The Agency will investigate the complaint and will provide a written response within 28 days of the complaint being received.
The Agency will inform all relevant parties of the outcome of the investigation in writing following the completion of the investigation.
Step 3
The Agency is registered with and regulated by Ofsted.
Following step 1 and 2, if a complainant still feels their complaint is unresolved they can contact Ofsted:
Tel: 0300 123 1231
Website: www.ofsted.gov.uk