Complaints procedure
At Big Ben Kids, we are committed to providing the best childcare every day. We believe this can only be achieved through collaboration with parents, with a focus on open communication and sharing experiences. However, things can go wrong sometimes. Complaints or signs of dissatisfaction offer valuable insights that help us improve our services.
Big Ben Kids conducts a quarterly analysis of officially recorded complaints. The results are discussed internally to identify trends and recurring issues. If necessary, improvement measures are identified and implemented based on these insights, with the goal of continuously improving the quality of care and services.
If you, as a parent (or external stakeholder), are dissatisfied with something, we would greatly appreciate it if you would discuss this as soon as possible with the person who is or was involved. If it concerns a situation in the group, this is often the pedagogical professional or the location manager. If it concerns a contract or terms and conditions, this will be an employee of the service bureau. If you cannot resolve the issue together or are not satisfied with the solution, you can file an internal complaint with our complaints officer.