Complaints Policy

It is the policy of Stepping Stones to welcome any suggestions, recommendations, comments or complaints made by children or their parents/guardians in relation to our service. Any complaints made about the service will be dealt with in an open and impartial manner.


The following complaints procedures will be followed:
Complaints should be made to the manager/leader or a designated member of the management committee. Every attempt is made to resolve the matter as amicably as possible and to the parent’s satisfaction. If agreement cannot be reached the parent may make a formal complaint in writing to the person designated to receive complaints. The complaint is recorded.


If the complaint is made against a member of staff, the staff member must be informed that a formal complaint has been made and be given full details.


Stepping Stones Complaints Policy


If a complaint against a staff involves a child protection concern a second separate reporting procedure will be followed in line with our child protection procedures. The parent is sent an acknowledgement that the complaint has been received and told how it will be dealt with, by whom, and within what time limit.


The person investigating the formal complaint will keep dated records summarising what has been said and done by those involved. If the parent is not satisfied with the outcome he or she may make a written request to go to the third stage of the procedure, which involves an independent mediator or panel. The panel will include an external mediator e.g. a representative of the Galway City & County Childcare Committee or the H.S.E. This panel will not include any person directly involved in the complaint or related to the complainant or staff member, the panel, having considered all the relevant material and talked with all those concerned, will reach a decision and if necessary, make recommendations.


The complainant and other people involved will be informed of the outcome.





Stepping Stones at Tierneevin