How to complain
You can speak to the person leading the service, call 07949 169627 or write to aali@iccare.co.uk. Include what happened, when it happened, who was involved, the outcome you want and any reasonable adjustment needed to take part.
Our response
We will acknowledge the complaint, identify who will review it, explain the next step and provide a written outcome. Childcare complaints are handled within the timescale required by the applicable registration requirements. If more time is needed for another type of complaint, we will explain why and agree an update date.
Escalation
If the service is commissioned, you may also use the commissioner’s complaints process. For registered childcare concerns, Ofsted can be contacted through the government childcare complaints route. Safeguarding concerns should follow our safeguarding page immediately and must not wait for the complaints process.
Accessible complaints
A representative may complain with the person’s agreement where appropriate. We can accept a complaint by phone and support alternative formats. Anonymous concerns will be considered as far as the available information allows.