Complaint & Dispute Policy

COMPLAINT & DISPUTE RESOLUTION POLICY

The Nanny Collective

Effective Date: 01.03.2025

1. Introduction

The Nanny Collective ('Agency') is committed to providing high-quality services to families and nannies. We understand that concerns may arise and have established this Complaint & Dispute Resolution Policy to ensure all issues are addressed fairly, promptly, and professionally.

2. How to Submit a Complaint

If you have a complaint regarding our services, the placement process, or any aspect of a nanny’s employment, please follow the steps outlined below. Complaints must be submitted in writing via email or using our official complaint form.

• Email: Thenannycollective@outlook.com
• Complaint Form: Available on request.
• Phone Support: Initial concerns can be raised via phone, but all formal complaints must be submitted in writing.

3. Complaint Handling Process

Upon receipt of a complaint, we will follow these steps:
1. Acknowledge receipt of the complaint within **2 business days**.
2. Review the complaint and investigate the issue, gathering relevant information from all parties involved.
3. Provide a formal response and proposed resolution within **10 business days**.
4. If further investigation is needed, we will update the complainant on the expected timeframe.
5. If the complainant is unsatisfied with the resolution, they may escalate the matter to mediation or external authorities.

4. Resolution Options

Depending on the nature of the complaint, we may offer the following resolutions:
• **Clarification or further explanation** of policies and procedures.
• **Additional support** (e.g., follow-up with the nanny or family).
• **Replacement of nanny** in cases where the original placement was unsuitable.
• **Fee adjustments** (if applicable, and at the Agency’s discretion).
• **Referral to an external mediator** for unresolved disputes.

5. Escalation & Mediation

If a complaint cannot be resolved internally, the following options are available:
• The complainant may request an independent mediator.
• If the dispute involves employment matters, guidance may be sought from ACAS (Advisory, Conciliation, and Arbitration Service).
• Legal action should be considered only after all mediation attempts have been exhausted.

6. Confidentiality & Data Protection

All complaints and disputes will be handled with strict confidentiality. Personal data will only be used for the purpose of resolving the issue and in compliance with GDPR regulations.

7. Policy Review

This policy is subject to periodic review to ensure compliance with UK regulations and best practices. Clients and nannies will be informed of any updates to this policy.

8. Contact Information

For any inquiries regarding this policy, please contact:
📧 Email: Thenannycollective@outlook.com
📞 Phone: 07538883689