COMPLAINTS POLICY
CONTENTS
- Introduction
- How to Raise a Complaint
- Branch Investigation and Response
- If You Are Not Satisfied With the Outcome
- Our Commitment
1.Introduction
Tinies is committed to delivering a high-quality, reliable and professional service to all nurseries, families and childcare professionals. We take all feedback seriously and view complaints as an opportunity to improve our service and strengthen our relationships with clients and candidates.
A complaint may arise if:
We have made a mistake.
We have failed to do something we should have done.
We have acted unfairly or unreasonably.
We have acted unlawfully.
All comments and complaints are treated with the utmost confidence, and we aim to resolve issues quickly, fairly and transparently.
2. HOW TO RAISE A COMPLAINT
If you have any cause for complaint, please contact your local Tinies branch and speak directly with the consultant who managed your booking or placement. Most concerns can be resolved quickly at this stage.
We also request that any complaint is put in writing, either by email or letter.
If you feel it is necessary, you may request to speak to the Branch Owner.
Tinies will:
Log your complaint.
Keep a written record.
Handle your concerns confidentially.
3. BRANCH INVESTIGATION AND RESPONSE
The relevant Tinies branch, and ultimately the Branch Owner, will investigate your complaint and aim to resolve the issue within 10 days of it being raised.
Once the investigation is complete, Tinies will provide you with a written response by letter or email, outlining:
The findings of the investigation.
Any actions taken.
The proposed resolution.
4. IF YOU ARE NOT SATISFIED WITH THE OUTCOME
If a resolution is not reached to your satisfaction, you may escalate your complaint to the Director of Operations at:
Head Office will then:
Review the complaint and the branch’s handling of the matter.
Aim to resolve the issue within 14 days of receiving the escalation.
Provide a written response explaining either:
The resolution reached, or
The reasons why the Head Office upholds the branch’s decision.
This response will be documented in an email to you.
5. OUR COMMITMENT
Tinies is committed to:
Handling all complaints promptly and professionally.
Providing clear communication throughout the process.
Learning from complaints to continually improve our service.
