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Complaints Procedure

Written by:       D.Costello – Director and Owner of DCL Early Years Services Ltd       Date: 21.5.2020


This is a statutory procedure.


We are required by law* to provide a written procedure for dealing with concerns and complaints from parents and/or carers.  In addition, we must keep a written record of any complaints and their outcome.


  • When we receive a complaint, we will investigate it confidentially and report on the outcome of our investigations within 28 Days.


  • A copy of the complaint and outcome will be retained and made available to Ofsted or the relevant childminder agency on request. 


  • We are required to keep this for 3 years.


*EYFS Requirement 3.74



How to make a complaint


If you wish to make a complaint about any aspect of our services related to the Early Years Foundation Stage (EYFS) or Childcare Registers* you can do so verbally by contacting the Director or Oftsted (contact details blow; or alternatively, you can complete a Complaints Form which will be provided on request.



What happens to my complaint?


Depending on the nature of the complaint;


  • It may be investigated internally,


  • We may notify Ofsted, and/or the Local Safeguarding Children Board (LSCB) or any other authority it may concern,


  • We may refer the matter to Ofsted and / or the LSCB to investigate.


Your complaint will be investigated confidentially, thoroughly, and you will be advised of the outcome within 28 days.



What happens if you are not satisfied with the outcome of our investigation?


You may contact the following organisations;


If parents wish to contact Ofsted direct the contact details are –

  • Telephone - 0300 123 1231;

  • Address - Ofsted, Piccadilly Gate, Store St, Manchester M1 2WD;

  • Email - The Ofsted parents / complaints poster is displayed.


*Note – information about our registration on the Childcare Register is provided to parents as required by the Childcare Register.



Contacting the Information Commissioners Office


If your complaint is regarding a data breach, related to the General Data Protection Regulation (GDPR) we must report the breach within 72 hours and you have the right to complain: if a data breach could result in discrimination, reputation damage, financial loss or loss of confidentiality occurs.

Parents can contact the Information Commissioners Office (ICO) for further information



Retention requirements


The EYFS requires us to keep a written record of the complaint to share with Ofsted; DCL Early Years Services Ltd might be required to share it with other agencies depending on the nature of the complaint. 


The Childcare Register (relating to children over the age of 5 years) requires us to keep a written record of the complaint for 3 years, including details about the outcome of the investigation and any action taken.


To comply with GDPR, the Complaint Record and other documentation will be shredded (paper records) or securely deleted (online records) after the required retention period.



Signed: D. Costello                                                                                         Review date: 21.5.21

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