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Level 3 Diploma EYE NVQ Level 3 support for: NVQ Children's Care, Learning and Development, Diploma for the Children and Young People's Workforce, England's Early years Educator qualification Please DO NOT COPY and PASTE information from this forum and then submit the work as your own. Plagiarism risks you failing the course and the development of your professional knowledge.

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Old 08-10-2012, 12:26 PM
cookie74 cookie74 is offline
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General question describe how to respond to complaints?

hi please help

i have to answer this question: describe how to respond to complaints????

i dont know how to respond to complaints as i am a student and any complaints made to me i tell the person to speak to the manager.

how do i write about it??

thanks
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Old 08-10-2012, 02:04 PM
tutu tutu is offline
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there will be a complaints procedure on your setting you need to describe what it says and say what you as a student would do you also need to say how you would react , rudely? dismissive etc?
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Old 01-11-2013, 12:30 AM
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Ruthierhyme Ruthierhyme is offline
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This is a late add, hoping the links below may also proove helpful

Help for Duty of care - SHC34 3.2 handling complaints:
http://www.silkysteps.com/forum/showthread.php?t=12627
http://www.silkysteps.com/forum/showthread.php?t=14410
http://www.silkysteps.com/forum/showthread.php?t=15644

From OCR.org.uk's Unit SHC 34
Responding to complaints includes:
 listening to the complaint
 giving the complainant time and respect
 recording the information
 reporting to a senior member of staff
 accessing the Complaints Policy
 ensuring the complainant has access to the Complaints Policy
 ensuring the complainant knows what will happen next

Main points of agreed procedures for handling complaints include:
 the Complaints policy is a recorded and documented procedure that is available
 the complainant is listened to and respected
 the Complaints Policy is time-based and the complaint is dealt with in a documented time-frame.
 complaints are normally dealt with by nominated members of staff
 the procedure is clear
There may be both formal and informal options.

There is also good reading for SHC 34 on page 44 & 45 of the cache handbook preview - amazon.co.uk

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