Complaint Management

Complaint Management - Procedures Process

Complaints can be submitted by phone during phone hours, during development talks, at specially scheduled meetings, or via email.
Within 24 hours, confirmation will be given that the complaint has been received and that the preschool will work on it.

Regarding staff:
To the staff member concerned or to the principal.

Regarding children:
Primarily to someone in the child’s department or to the staff present, secondarily to the principal.

All complaints will be forwarded to the principal.

Complaints are documented on a special form. It is noted whether the problem is resolved or if it should be addressed at a later time, including when this will occur.

At the subsequent meeting, an action plan is established that clearly shows:

  • What measures will be implemented

  • When follow-up and possible evaluation will take place

At the follow-up meeting – either with staff only or together with guardians – the results of the measures taken are reviewed. The case is then either closed or new interventions are planned, including a new follow-up date.

At the final meeting, an analysis is made as part of the preschool’s quality work. This is saved in the quality work binder under the tab Complaints from Guardians for further evaluation.

Complaint Management - Procedures Process

Guardians can submit complaints verbally when dropping off or picking up children, by phone during phone hours, during development talks, or at a specially scheduled meeting. Written complaints can also be submitted either through a form available in the preschool entrance or via email.
The preschool confirms receipt of the complaint within 24 hours and informs that the matter will be handled.

Regarding staff:
The complaint is submitted directly to the concerned staff or to the preschool principal.

Regarding children:
Primarily to staff in the child’s department or present staff. Secondarily to the preschool principal.

All complaints are forwarded to the preschool principal.

Complaints are documented on a special form. It is noted whether the problem is resolved or if it should be addressed at a later time, including when this will occur.

At the subsequent meeting, an action plan is established that clearly shows:

  • What measures will be implemented

  • When follow-up and possible evaluation will take place

At the follow-up meeting – either with staff only or together with guardians – the results of the measures taken are reviewed. The case is then either closed or new interventions are planned, including a new follow-up date.

At the final meeting, an analysis is made as part of the preschool’s quality work. This is saved in the quality work binder under the tab Complaints from Guardians for further evaluation.

Submit complaint

Would you like feedback regarding your case? Don’t forget to fill in your name and email. Leave these fields empty to remain anonymous.