Complaints and Compliments

It is important that the Afterschool should run smoothly and that parents/carers and staff work together in a spirit of cooperation in the children’s best interests. In the event of complaints from either staff or parents/carers every effort will be made to respond quickly and appropriately and the following procedure will be followed:

• If a parent/carer feels that she/he has cause for complaint they should speak to a qualified member of staff or the manager.
• Where a complaint is made to the staff the manager should be informed immediately.
• The manager will respond to any complaint as quickly as possible. They will talk with parents/carers and staff to overcome the problem.
• Complaints will be recorded and dated in the Complaints Book.
• After the complaint has been resolved the final outcome will be written in the Complaints Book. Any recommendations for changes in procedure will be made and noted against the complaints procedure.
• It is clearly understood that the parents/carers have the right to phone the CARE INSPECTORATE after talking to the Afterschool staff if they feel they have not received a satisfactory response to their complaint.

Complaints by a member of staff will be dealt with by the officer in charge immediately.

If you are not satisfied with the outcome of the discussion you may then follow the complaints procedure or contact:

Social Care and Social Work Improvement Scotland (CARE INSPECTORATE) on 0345 600 9527

Or write to them at:
CARE INSPECTORATE
Compass House
11 Riverside Drive
DUNDEE
DD1 4NY

Similarly, it is always nice to receive positive comments.

As we are continually looking to improve our service we are always open to suggestions from parents, carers and the children as to how we could increase quality.

A Parent/Carer suggestions/complaints book is situated at the signing out table. Parent/Carers are invited to post suggestions – paper and pen are available for this purpose.