CM club... What exactly do I need to do for a complaints policy/procedure? I am new and confused. Please help!

[hickory]

I am really confused. I know I need to sort out my policies before my first visit from Ofsted. But what should my complaints policy involve? Do I need a book or forms for the parents? Where do I keep it? What other info do I need to give the parents? Please could someone explain!

Ofsted ... The law requires ...

You need a written procedure like these:

NCMA sample policy
Bromley Childminding Association
My complaints procedure

And a folder or book in which to copy out a record of any complaint you might receive. Ofsted expect you to have a book or folder even if you have never received a complaint. The record in this file must not contain any names or identifiable information about the child/family concerned in the complaint because it must be made available to other parents on request. The original letter/printed email or your written record of a verbal complaint should be kept in a separate folder and you should carefully document any action you take/advice sought etc.

Ofsted have produced a "Provider Complaints Record" form which you could use but I can't find it on their website.

Thank you, you have been a great help. can I just ask, where do you keep this book? Does it have to be accessible at all times or do you just show it to the parents on request?