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Paragraph 19 Procedures for dealing with complaints

Changes not yet applied. Later legislation changes this provision in ways not yet written into the text below:

(1)

In the case of a registered person who is not a home child-carer, the registered person ensures that—

(a)

there is a written statement of procedures to be followed in relation to complaints,

(b)

each complaint is fully investigated,

(c)

a written record is made of any complaint, the outcome of the investigation and any action taken,

(d)

the person who made the complaint is provided, as soon as is reasonably practicable, and in any event within 20 days of the date on which the complaint was made, with an account (in writing if requested by that person), of the findings of the investigation into the complaint and any action that has been taken or is to be taken as a result,

(e)

at the request of the Chief Inspector, and within such reasonable period as the Chief Inspector specifies, the Chief Inspector is supplied with—

(i)

a statement containing a summary of any complaints made during the preceding 12 months and any action taken, or

(ii)

a list of all complaints recorded under paragraph (c) during such period of time as may be specified by the Chief Inspector (provided that such period does not begin more than two years before the request is made), and

(f)

the record referred to in paragraph (c) is retained for a period of two years from the date on which it was made.

(2)

In sub-paragraph (1), a “complaint” means a complaint by a parent in respect of a child for whom the childcare is being provided which—

(a)

is made in writing to the registered person, and

(b)

relates to any of the requirements in this Schedule.