Complaints Policy

Policy Statement

Great Start Nannies is committed to providing high-quality care and services. We acknowledge, however, that there may be times when we do not meet our high standards. When this happens, we want to hear about it, deal with the situation as quickly as possible, and put measures in place to stop it from happening again.

Making a Complaint

If you have a complaint about any aspect of our service, we would like to hear from you. To lodge a complaint, please contact our Complaints Officer via email at info@greatstartnannies.com or by phone. We aim to respond to all complaints within 5 working days.

Complaint Handling Process

Receipt of Complaint: All complaints received will be logged and acknowledged within 2 working days.

Investigation: Your complaint will be investigated thoroughly and fairly.

Resolution: We aim to resolve complaints within 20 working days. If it takes longer, we will update you on the progress and reasons for the delay.

Feedback: Once the investigation is complete, we will inform you of the outcome and any actions taken.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Review

Both policies will be regularly reviewed to ensure they meet legal standards, reflect best practices, and address any changes in legislation. Employees and clients are encouraged to contribute suggestions for improvement.

These policies are essential for fostering an inclusive and respectful environment at Great Start Nannies. Compliance with these policies also ensures the agency operates within UK legal requirements, promoting fairness and equality.