Kensington Nannies is committed to providing a high level service to all our customers. We recognise, however, that there may be occasions when our customers will feel that they have cause for complaint. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.
The aim of the policy is to resolve complaints as quickly as possible. All complaints will be dealt with seriously and sensitively to ensure that the standard of service provided by Kensington Nannies is maintained at a high level.
Stage One: Informal complaint
It is in everyone’s interest that complaints are resolved at the earliest possible stage. Kensington Nannies believe the majority of complaints can be resolved satisfactorily on an informal basis.
If you wish to make a complaint about our service please contact the consultant you normally deal with on 0207 937 2333.We will always aim to be helpful and to treat you with politeness and consideration.
Stage Two: Formal complaint
If you are dissatisfied with the response please submit a written statement of complaint as soon as possible to Louise Taylor, Kensington Nannies, 3 Hornton Place, London W8 4LZ
The complaint will be recorded and investigated, and a written response will be sent within 10 working days. We will always respect your confidentiality.
Stage Three: Taking your complaint further
Should the complaint still fail to be resolved satisfactorily, complaints may be directed to the Employment Agency Standards Inspectorate: Department of Trade and Industry (UG65), 1 Victoria Street, London, SW1 HOEX.