We are committed to maintaining and improving our service.
If you would like to comment, complain or make a suggestion about any aspect of our Centre, please do so using the contact details below.
Complaints are not requests for the centre to carry out extra services; they are expressions of dissatisfaction about the current service. (BS 8600). If you feel a service has not been carried out satisfactorily you can complain in a number of ways.
You should complain if you believe that we have:
· Done something wrong.
· Failed to do something that you expected us to do.
· We have not treated you with courtesy and respect.
If you visit the centre without an appointment every effort will be made to see you. However this cannot be guaranteed.
Informal complaints
Informal complaints made to a member of staff will be reported immediately to the Head of Centre. You will be contacted within 24 hours to discuss the matter. If the problem cannot be solved over the telephone then a meeting will be arranged, usually within 4-5 working days of the initial complaint. The meeting and complaint details will be documented in our Complaints Logbook.
If a resolution cannot be met and further investigations are required then the relevant member of staff will ask you if you would like to make the complaint formal.
Formal complaints
More formal complaints can be made by letter, email or telephone to the centre. They will then be passed on to the manager responsible for the service.
How do you contact us?
Address :
St Mary’s Early Education & Childcare Centre
c/o St Mary’s Primary School
Chapel Road
Duntocher
Clydebank G81 6DL
E-mail : stmarys.ey@ea.w-dunbarton.sch.uk
Telephone: (01389) 873923
If you would like to make a formal complaint further investigations will be carried out. This will normally be completed within 5 working days, but may take longer depending on the nature of the complaint. If an immediate resolution is not possible the Head of Centre will keep you informed on a weekly basis of the progress. All complaints about members of staff will be dealt with by the Head of Centre.
What happens if you are still not happy?
We hope that we would be able to help with any concerns you may have, however, if you are not satisfied with how we have handled your concern, you can take the issue further through either West Dunbartonshire Council Complaints Procedure or the Care Commission. A complaint form can also be obtained from the nursery or any Council office.
Care Commission
The Scottish Care Commission regulates all care services under the Regulation of Care (Scotland) Act 2001.
You can contact them at:
Care Commission
Central West Region
4th Floor
1 Smithhills Street
Paisley PA1 1EB
Telephone: 0141 843 4230
Fax: 0141 843 4289
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