complaints and compliments

[ChocolateChip]

I am confused over the complaints book.

Do we have to have it out all the time, or some of the time as I was planning to do with my compliments book? Or do we only have to keep a record if we actually get one.
Also what actually is a complaint? If a parent comes to you about something and you sort it out happily does that need to be written down or is it under confidentiality.
If it is noted, does it have to be in duplicate/ confidential- I was going to use the flip side of my compliments book but am not sure, now I think it might be inviting trouble and people might put complaints in writing when they could speak to me first.

Sorry to drivel on, I sound paranoid :panic:
Just totally :confused:

[deeb66]

Your complaints book should be easily accessable to parents at all times.

I use a folder and have a copy of my complaints policy inside with a form to complete should the parent want one.

I have a section for complaints to be put in there ....but am pleased to say that it is empty.

I also do a Parent Feedback every 6 months and put those inside the file.

Any written compliments I recieve go in there too as well as all of my references from parents of children who have left.

I hope this helps

[sarah707]

Sometimes it feels as if we must actively encourage complaints...! :eek:

My book is there, with the complaints policy and procedure tucked inside, ready to be used if necessary... but I wouldn't ask a parent to write in it unless we needed to involve Ofsted for arbitration. If it was all dealt with amicably, then I would make a note in my personal diary but not in the complaints book.

Remember as well you have to show your complaints book to prospective new clients if they ask to see it... and of course to Ofsted on request :D

[button68]

Sarah, I knew I needed a Complaints Policy and Procedure (and I have a form I have devised for a parents to complete if they were to approach me with a complaint) but do I also need a complaints folder/book out - say in the hallway where it can be seen - that parents can help themselves to?

[deeb66]

Sarah, I knew I needed a Complaints Policy and Procedure (and I have a form I have devised for a parents to complete if they were to approach me with a complaint) but do I also need a complaints folder/book out - say in the hallway where it can be seen - that parents can help themselves to?


Yes you do!

I had my inspection a couple of weeks ago and the inspector wanted to see where I kept it and was plesed to see that it was on show at all times.

Mine in in the hallway by the front door.

[button68]

Yes you do!

I had my inspection a couple of weeks ago and the inspector wanted to see where I kept it and was plesed to see that it was on show at all times.

Mine in in the hallway by the front door.

http://easyfreesmileys.com/smileys/free-scared-smileys-706.gif (http://easyfreesmileys.com/)

http://easyfreesmileys.com/smileys/free-sad-smileys-211.gif (http://easyfreesmileys.com/) Guess this would be me if Ofsted called around

Would a ringbinder with the aforementioned forms and a copy of my complaints policy inside be sufficent?

[sarah707]

They like a proper bound book, so that you can't remove pages once they have been written on... :D

[miffy]

Yes mandy that should be fine

Nikki it is best to keep your complaints and compliments books/records completely separate because of confidentiality

Miffy xx

[button68]

They like a proper bound book, so that you can't remove pages once they have been written on... :D

So just a blank lined book from WHSmiths and non of my marvelous forms???

[elaineg]

I was told you only have to record and show parent complaints that are upheld. My evil next door neighbour phoned Ofsted and told them I was childminding 15 under 5 year old (I wish). And that my sandpit had rank water in it (I dont even have a sandpit). When Ofsted came out she just laughed and said I didnt need to tell parents unless I wanted to.

love Elaine XXX

[button68]

I was told you only have to record and show parent complaints that are upheld. My evil next door neighbour phoned Ofsted and told them I was childminding 15 under 5 year old (I wish). And that my sandpit had rank water in it (I dont even have a sandpit). When Ofsted came out she just laughed and said I didnt need to tell parents unless I wanted to.

love Elaine XXX

15 !!!!!!! Is your neighbour mad!!!

Time for this smiley I think ....... http://easyfreesmileys.com/smileys/free-confused-smileys-327.gif (http://easyfreesmileys.com/)

[deeb66]

http://easyfreesmileys.com/smileys/free-scared-smileys-706.gif (http://easyfreesmileys.com/)

http://easyfreesmileys.com/smileys/free-sad-smileys-211.gif (http://easyfreesmileys.com/) Guess this would be me if Ofsted called around

Would a ringbinder with the aforementioned forms and a copy of my complaints policy inside be sufficent?


I don't mean to contradict Sarah and Miffy but I have mine in a ring folder so that I can out in my own printed out sheets and the inspector was very happy with that.

I also have all compliments and parent feedback forms in the same folder and again she was happy.

Like everything else....I suppose it depends on the inspector:rolleyes:

[crazybones]

I offered a parent my complaint book once when she was complaining about her son repeating a swearword from another mindee. She said :censored: that I cant be :censored: . So my pages are sill shiney white.

Annie x

[elaineg]

My neighbour hates me, the rest of the street, kids, dogs, cats and the whole world, she likes to try to cause trouble for the sake of it.

love Elaine XXX

[wendywu]

Gosh elaine that could put you on £2625 per week or £136500 per year. Does the tax man know:laughing:

[Hopscotch]

I have got my one pinned to the big noticeboard in the hallway so parents can see it at all times. Thankfully it is blank.
I sell complaints and compliments binded book on my website if anyone is interested sorry for the shameless advertising lol :laughing:
Bev X

[Heaven Scent]

I agree with whoever said something along the lines about inviting trouble as it were. Although it does depend on your parents some would have to write a moan in it just to make their mark and then others would be only too happy to pay you a compliment but I think most don't notice especially now that we have so much posted up around our homes their senses are just bombarded.

Celine

[miffy]

I don't mean to contradict Sarah and Miffy but I have mine in a ring folder so that I can out in my own printed out sheets and the inspector was very happy with that.

I also have all compliments and parent feedback forms in the same folder and again she was happy.

Like everything else....I suppose it depends on the inspector:rolleyes:


My complaints records and policy are also in a ringbinder with forms to hand out to parents - I use my own format not a book

I do keep compliments separately because of the confidentiality issue but that is my choice

I agree with you Dee so much depends on the inspector and how well you argue your case

Miffy xx

[littletreasures]

I have Bev's compliments and complaints book by the front door.

Jules

[ChocolateChip]

Thanks for all your replies, ladies!

I feel a bit clearer now on what to do, the next problem is where to keep it!
My hallway is tiny, only just room for coats and shoes. It's so small I have my certificate stuck to the back of my front door!
Looks like that'll be half a shelf of my books going away to make room for it all, still, never mind, I haven't got time to read them now.
Thankyou you all once again for your help!!!
Nikki :thumbsup:

[Rubybubbles]

I have got my one pinned to the big noticeboard in the hallway so parents can see it at all times. Thankfully it is blank.
I sell complaints and compliments binded book on my website if anyone is interested sorry for the shameless advertising lol :laughing:
Bev X

I have bevs one:thumbsup: I get parent every 3 months to fill in a compliment:laughing:

[Spangles]

I'm not going to have a complaints and compliments book out! I have nowhere to put one.

I think what I'll do is make sure that I mention that I have one in my next newsletter and that if anyone wants to see it it is always available upon request.

I'm not having it out, I absolutely refuse. I've got enough out already.

[buildingblocks]

I don't mean to contradict Sarah and Miffy but I have mine in a ring folder so that I can out in my own printed out sheets and the inspector was very happy with that.I also have all compliments and parent feedback forms in the same folder and again she was happy.Like everything else....I suppose it depends on the inspector:rolleyes:

Mine is a ring folder as well (forms printed off the Ofsted website so it must be okay). it is kept on a shelf in my study and that was fine with Ofsted as well.

[sarah707]

I don't mean to contradict Sarah and Miffy but I have mine in a ring folder so that I can out in my own printed out sheets and the inspector was very happy with that.

You're not contradicting us Dee... It's a case of Ofsted contradicting themselves again...

Now isn't that unusual! :rolleyes: