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Handling Concerns and Complaints
Handling Concerns and Complaints
As a nanny employed directly by a family, you should have clear processes for raising and resolving concerns. This guidance reflects the Care Inspectorate's expectations for handling complaints in childcare settings.
If a Family Has a Concern About Your Care
Encourage open communication – invite parents to raise concerns promptly
Listen without becoming defensive
Take all concerns seriously and aim to resolve them quickly
Keep a note of any concerns raised and how they were addressed
If you cannot resolve the issue directly, suggest involving Koru Kids support
If You Have a Concern About the Family
Raise concerns with your employer directly in the first instance
If you feel unable to do this, or the issue is not resolved, contact Koru Kids for support
If you have child protection concerns, follow the Protection guidance – do not delay
The Care Inspectorate's Role
Anyone can raise a concern about a childcare service with the Care Inspectorate. They assess complaints and may investigate serious concerns about care standards. Complaints can be made anonymously.
Good Practice
Agree a communication process with your employing family at the start
Schedule regular catch-ups to discuss how things are going
View feedback as an opportunity to improve
Keep records of any significant conversations