Unit 054

Outcome 3 21/10/14

Unit Title: Principles for Implementing Duty of Care in Health, Social Care or Children's and Young People's Settings.

Outcome Title: Know how to respond to complaints.

3.1 3.2

The purpose of a complaints policy is to address complaints raised by the parents/carers. Most complaints procedures will involve an informal stage where any complaints made are discussed before they become more formal issues. In my setting the complaints procedure covers all matters relating to the action of staff and the application of school procedures where they affect individual pupils. Taking informal concerns seriously at the earliest stage will help to reduce these developing into formal complaints. If their was a complaint made against me or any other staff member in my setting we must ensure that the parents/carers receive fair treatment, they are being listened too and being taken seriously, a timely response given, accurate advice and that everything will be treated confidentially. The parents/carers would be taken somewhere quiet and out of the way of others for an informal discussion with the staff member in question and also the teacher in charge, if it was against a senior member of staff the principal would be present or the Board of Governors. Notes would be taken on the situation for record purposes and together try to come to a reasonable solution to resolve the matter. If we were unable to come to a mutual agreement on the matter then the