Complaints Policy
For School Age Services (Ireland)
Name of Service: Blossom’s Childcare
This policy is available at all times and will be communicated to all parents, guardians and school age
children.
1. Purpose
The purpose of this policy is to ensure that all complaints and concerns relating to the operation of
the school age service are managed in a timely, fair, and respectful manner. We are committed to
promoting an open and transparent culture where feedback is valued and used for continuous
improvement.
2. Scope
This policy applies to all parents/guardians, children, staff, volunteers, and visitors of the school age
service. It includes informal concerns, formal complaints, and any concerns raised in relation to the
quality of care, safety, conduct of staff, or compliance with regulations.
3. Guiding Principles
• Complaints are welcomed as opportunities to improve service quality.
• All complaints will be handled professionally, respectfully, and without bias.
• Confidentiality will be maintained, in line with data protection laws.
• No person will be penalised for making a complaint in good faith.
• Complaints relating to child protection will be managed in accordance with the Child
Safeguarding Policy.
4. What Can Be Complained About?
Complaints may relate to (but are not limited to):
• Health, safety, or welfare concerns
• Quality of supervision, play, or learning environment
• Behaviour of staff or volunteers
• Breach of policies or procedures
• Non-compliance with Tusla regulations
5. Complaints Procedure
Step 1: Informal Resolution
• If appropriate, the complainant should speak directly with the staff member or person in
charge (Manager/Lead Educator) to resolve the issue informally.
• Many concerns can be resolved quickly and effectively in this way.
Step 2: Formal Complaint
Affinity Childcare Group Ltd T/A Blossoms Childcare
If the issue is not resolved informally, a formal complaint can be submitted:
• In writing (email, letter, or using a complaints form)
• Clearly stating the issue, date, people involved, and any relevant information
Complaints should be addressed to:
The Manager – Lorraine Mellon
Email to: info@blossomschildcare.ie
Step 3: Investigation
• The Manager/Person in Charge will acknowledge the complaint within 5 working days.
• A thorough, fair, and confidential investigation will be carried out.
• The outcome will be communicated in writing within 20 working days, or an update
provided if more time is needed.
Step 4: Appeal
• If dissatisfied with the outcome, the complainant may appeal in writing to the
Owner/Board of Management.
• A review will be conducted, and a final decision provided within 15 working days.
6. External Complaints
If the complainant is not satisfied with how the complaint was handled, or believes there has been a
breach of regulations, they may contact:
Tusla – The Child and Family Agency
Early Years Inspectorate
Website: https://www.tusla.ie
Email: early.years@tusla.ie
Note: Tusla investigates complaints in relation to regulatory non-compliance, not personal
grievances.
7. Records and Confidentiality
• All complaints and outcomes will be recorded, dated, and signed.
• Records are kept securely and are only accessible to authorised persons
• The records will be kept for 2 years from the date the complaint was resolved.
• Anonymity will be respected where possible, unless disclosure is required by law (e.g.
under Children First).
8. Review of Complaints
• Complaints will be analysed periodically to identify recurring issues and guide service
improvement.
Affinity Childcare Group Ltd T/A Blossoms Childcare
• This policy will be reviewed annually or sooner if required by legislative changes or Tusla
guidance.