1. This policy applies to complaints relating to any service run by or affiliated to Gold Community Partnership.

  2. All complaints, whether verbal or written, will be dealt with politely, sensitively and promptly. Gold Community Partnership accepts complaints as positive, providing feedback through which we can improve our service and better meet needs.

  3. The complaint may come via the complainant themselves, a staff member or through the Parent’s Advisory Forum. The Project Manager should be notified of the complaint and a response should be provided within 3 working days.

    Should the complaint be in relation the Project Manager, the matter can be taken directly to the Partnership Board.

  4. If dissatisfied with the response the complainant can request that the matter be taken to the Partnership Board of Gold Community Partnership. A written response should be received within 21 days of the meeting at which the complaint was raised.

  5. If still dissatisfied, the complainant has the right to ask the Northern Childcare Partnership to intervene.

    It is hoped that early discussion will result in resolution. However, it is important that families are aware of this procedure and realise that complaints are welcomed.