Our complaints policy and procedure is designed to meet Northumberland County Council (NCC) requirements and ensures that all feedback is managed fairly and transparently. We are committed to providing high-quality care and a 'Best Start in Life' for all children through continuous improvement and open communication.

Our commitment

We maintain an environment of transparency where concerns are handled with professional integrity. As a sole-provider setting, our childminder is responsible for managing and reviewing all complaints. Following any complaint, we conduct formal reviews to determine if changes are needed to our policies, procedures, or daily routines. Our policies are 'live' documents, updated regularly to reflect new findings or changes in legislation.

Internal complaints procedure

We encourage parents and carers to raise concerns directly with us through the following stages:

• Stage 1: Informal resolution – We aim to resolve most issues through open communication. Parents/Carers are welcome to request private time to discuss issues outside of regular working hours. We will listen, take notes, and work toward a resolution that keeps the child at the center of all decisions.
• Stage 2: Formal complaint – If a matter is not resolved informally, parents/carers should submit a formal complaint in writing via email or letter. We will investigate the matter, log all findings factually, and provide a written response within 28 days.
• Stage 3: External involvement – If parents/carers are not satisfied with the outcome or if the complaint involves the suitability of a person working with children, external agencies such as Ofsted or the Local Authority may be contacted. Contact details are included within this document.

External complaints procedure

We cooperate fully with any official regulatory or local bodies, such as Northumberland County Council or Ofsted. We apply the same rigorous investigation and 28-day response timescale to complaints received through these external channels as we do for direct parental complaints.

Record keeping and transparency

We maintain strict standards for documenting and storing complaint information to ensure privacy and accountability:

• Confidentiality: Records are stored securely in confidential folders in a locked box and private study. While we prioritise privacy, we cannot promise absolute confidentiality if a safeguarding concern is raised.
• Retention: All records relating to complaints are kept for a minimum of three years.
• Anonymised log: While specific details remain private, an anonymised, a public complaints summary log is available for inspection by parents/carers or Ofsted upon request.

Key contacts

If parents/carers have questions, concerns, or wish to submit a formal complaint, please refer to the contact details included:

• Seven Steps Childcare: Contact us directly for any questions or to submit a formal written complaint.
• Ofsted: Contact if you believe the setting is not meeting Early Years Foundation Stage (EYFS) requirements.
• LADO / Children's Services (One Call): Contact for allegations regarding the conduct of an adult or for urgent safeguarding and welfare concerns.

Review and updates

This document is reviewed annually or sooner if necessary. It should be read in conjunction with our Allegations of Abuse and Whistleblowing Policy, which provides specific procedures for concerns regarding adult conduct.