I'm in Newport and I had to take all of my policies, procedures and forms to the CSSIW office in Pontypool, they checked my ID & qualification docs and did my CRB during the visit. I've now had a letter stating what needs amending in my policies which I have to do before the pre-reg inspection. Most are straight forward but one is:
Complaints (Regulation 14)
Add timescales and formal consideration to the complaint policy. (Refer to the amended regulations 2006 on the CSSIW website).
This has got me really confused!! She attached the amendments to the regulations to an email but I'm still not sure! How have you worded this in your complaints policy?!
My timescales were...
Parents should immediately bring to my attention any aspect of my service they are not happy with.
I will notify the complainant of the outcome within 28 days of the receipt of the complaint.
If I do receive a formal written complaint, I will inform CSSIW within 48 hours by phone and follow up in writing within 14 days.
I will keep a written record of all complaints and their outcome for at least three years.
Local resolution and formal consideration clearly have different timescales but how do I word the whole thing!!??
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