- Anyone who has a concern about a child’s welfare can raise a concern or a complaint about a childminder, a household member or any person living or working on the premises where children are cared for.
- Anyone who has a complaint they wish to raise with regards to a decision made by Tender Nannies which affects them.
Informal process
If you have a concern that can be dealt with informally please raise this confidentially with the Customer Service team, by calling 0203 983 6631 or emailing support@tendernannies.com and they will be happy to give advice.
Formal Process
Stage 1
If you have a concern that either cannot be raised using the informal process as it is too serious or you are not satisfied with the informal process, please raise the concern as below:
- A complaint can be made by sending an email to this address: support@tendernannies.com, by telephoning 0203 983 6631 or by writing to GEN CHANGE at:
GEN CHANGE
20-22 Wenlock Road,
London,
N1 7GU
2. A senior member of management, or our Designated Safeguarding Officer, will contact you to discuss your complaint.
3. If necessary an investigation will be conducted. The outcome of the investigation will be notified to the complainant within 28 days.
Stage 2
Within 28 days of receiving our response, if you are not happy with the outcome following the stage 1 process you should:
1. Write to us detailing the reasons that you are unsatisfied.
2. The complaint will be investigated and the outcome of the investigation will be shared with the complainant within 28 days.
Stage 3
If following stages 1 and 2 there is still dissatisfaction then Ofsted can be contacted via telephone 0300 123 123 1 or at the following address:
The National Business Unit,
Ofsted,
Piccadilly Gate,
Store Street Manchester
M1 2WD
Confidentiality and Data Protection
When handling the complaint, all information provided by the family and the childminder will be dealt with the required confidentiality.