Paragraph 18 Procedures for dealing with complaints
In the case of a registered person who is not a home child-carer, in relation to complaints—
there is a written statement of procedures to be followed in relation to complaints,
each complaint is fully investigated,
a written record is made of any complaint, the outcome of the investigation and the action taken in response,
the parent who made the complaint is provided (in written or electronic form if requested by the parent) as soon as is reasonably practicable, and in any event within 20 days of the date on which the complaint is made, with an account of the findings of the investigation into the complaint and the action, if any, that has been taken, or is to be taken as a result,
the registered person supplies to the Chief Inspector at her request within such reasonable time as she may specify—
a statement containing a summary of any complaints made during the preceding 12 months and the action taken in consequence,
a list of all complaints recorded pursuant to paragraph (c) within such period of time (not exceeding 2 years before the date on which the request was made) as may be specified by her,
the record referred to in paragraph (c) is retained for a period of two years from the date on which the record was made.
In this paragraph a “complaint” means a complaint which—
is made in writing or electronic form to the registered person by a parent in respect of a child for whom the registered person provides childcare, and
relates to any of the requirements prescribed in this Schedule.