Please see below for our complaints procedure

At Whatriggs Early Childhood Centre, we aim to provide high quality Early Learning and Childcare. We are keen to have any feedback from our families so that we can continually improve our service.

We recognise that there are times when things go wrong and if they do, we want you to tell us to allow us to make it right.

Informal Complaint

Any complaints can be made to Elaine Kirk (Head of Centre) verbally or in writing. If you have a complaint which you feel can be dealt with within the ECC please let us know. We have an open door policy in office, however if Elaine is unavailable you can speak to our Depute manager (Michelle Murphy) or with a Senior Early Learning and Childcare Practitioner.

All complaints should be raised within 7 days of the incident.

Any complaints raised will

· Receive a response – we aim to acknowledge the complaint within 3 working days, any delay in this will be explained fully. All complaints will be resolved within 20 days if not sooner.

· Be acted upon quickly (if delays occur you will be informed as to why).

Formal Complaints

If you remain dissatisfied after exploring all avenues above, you should put your complaint in writing to the address below. This will be acknowledged within 5 working days.

Education Service

Council Headquarters

London Road

Kilmarnock

KA3 7BU

Telephone: 01563 576004

Telephone: 01563 576087

 

The Care Inspectorate is the national organisation which regulates and inspects Scottish care services.

You have the right to contact the Care Inspectorate with any complaint you may have regarding an Early Childhood Centre. You can do so by:- Completing a complaints form online

Calling 0345 600 9527

Or putting the complaint in writing

Complaints

Care Inspectorate

Compass House

11 Riverside Drive

Dundee DD1 4NY

 

Reviewed – February 2019 (with parents), August 2019 – (Head of Centre added due to new role)

Reviewed – February 2022