Complaints Handling Policy
Our Education and Care Service affirms that people have a right to question and influence decisions made and services provided. We take complaints seriously and manage them in a confidential, timely, transparent and meaningful way. We achieve this by:
Maintaining the confidentiality of all parties in line with policy and legislative requirements.
Acknowledging that the common goal is to achieve an outcome acceptable to all parties.
Acting in good faith and in a calm and courteous manner.
Showing respect and understanding of each other’s point of view and valuing difference, rather than judging and blaming.
Recognising that all parties have rights and responsibilities which must be balanced.
Handling complaints objectively and in a manner where complainants will not suffer any reprisals as a result of making a complaint.
