Complaints & Dispute Resolution Policy

1. Purpose
   Beaufort Nannies is committed to providing a professional, transparent, and high-quality service to both families and nannies.
   We value feedback and take complaints seriously, as they provide us with the opportunity to improve our services and resolve issues fairly and promptly.
   2. Scope
   This policy applies to all clients, candidates (nannies), and any other individuals or organisations who engage with Beaufort Nannies.
   3. Definition of a Complaint
   A complaint is defined as any expression of dissatisfaction about:
   – The service provided by Beaufort Nannies
   – The conduct of a nanny or family introduced by the agency
   – The handling of placements or related processes
   4. Making a Complaint
   Complaints should be raised as soon as possible so that we can take timely action.Complaints may be made:
   – In writing via email to lisa@beaufortnannies.co.uk
   – By post to 10A High Street, Chislehurst, Kent BR7 5AN.
   – In exceptional cases, verbally, which will then be documented by Beaufort Nannies.

   To help us investigate quickly, please include:
   – Your full name and contact details
   – Details of the complaint (dates, times, people involved, and any supporting evidence)
   – The outcome you are seeking, if known
   5. Complaints Procedure
   *Acknowledgement
   – We will acknowledge your complaint within 3 working days of receipt.

   *. Investigation
   – The complaint will be investigated by a senior member of staff who has not been directly involved in the matter.
   – We may contact you for further details, clarification, or evidence.

   *. Response
   – A written response will be provided within 15 working days of receiving the complaint.
   – If the investigation is still ongoing, we will update you on the progress and provide a revised timescale.

   *Resolution
   – We will aim to resolve the issue fairly, which may include:
   – An explanation or clarification
   – An apology where appropriate
   – Corrective action or a change to our processes
   – Mediation between families and nannies where relevant
   6. Escalation
   If you are not satisfied with the outcome:
   – You may request a further review by the Director of Beaufort Nannies, who will provide a final written decision.
   – If you remain dissatisfied after our internal process, you may seek external advice or support through:
   – Citizens Advice Bureau
   – ACAS (Advisory, Conciliation and Arbitration Service) for employment-related matters
   – Legal or regulatory bodies, where applicable
   7. Confidentiality
   All complaints will be handled with sensitivity and in confidence.
   Information will only be shared with those directly involved in the investigation and resolution.
   8. Records & Monitoring

All complaints will be logged and monitored to ensure patterns are identified and improvements are made where necessary.
Records will be kept securely for a minimum of three years.