The Early Years Foundation Stage (EYFS) statutory guidance talks specifically about the need for providers to have a written procedure for dealing with concerns and complaints from parents and/or carers.
All childcare providers must keep a written record of any complaints they receive and their outcome.
The guidance states that:
- Providers must put in place a written procedure for dealing with concerns and complaints from parents and/or carers, and must keep a written record of any complaints, and their outcome.
- Childminders are not required to have a written procedure for handling complaints, but they must keep a record of any complaints they receive and their outcome.
- All providers must investigate written complaints relating to their fulfilment of the EYFS requirements and notify complainants of the outcome of the investigation within 28 days of having received the complaint.
- The record of complaints must be made available to Ofsted or the relevant childminder agency on request.
- Providers must make available to parents and/or carers details about how to contact Ofsted or the childminder agency with which the provider is registered as appropriate, if they believe the provider is not meeting the EYFS requirements.
- If providers become aware that they are to be inspected by Ofsted or have a quality assurance visit by the childminder agency, they must notify parents and/or carers.
- After an inspection by Ofsted or a quality assurance visit by their childminder agency, providers must supply a copy of the report to parents and/or carers of children attending on a regular basis.