Milk&Cookies stands for clear, open communication. When things are going well, but also when things are not going as well as they should. We also expect you to be clear and open in your communication, as your feedback is of major importance to all the children. If you have a tip or complaint, this could lead to an improvement of quality that would benefit all the children and parents. Obviously, it is much easier to pass on tips during your daily contact with the staff members, but in voicing complaints parents might feel some reluctance. However, we hope that you will always inform us as quickly, and in as much detail as possible, about any complaint. This is the only way to guarantee that we can react directly and properly to your complaint and improve our service.
In case of a complaint it is important to know who you can call on, how long it will take to get a response and what you can do in case we cannot come to an agreement together. Below, you will find a brief outline of Milk&Cookies’ complaints procedure.
- You enter into conversation with the staff member who is directly involved with your complaint. This might be while bringing or picking up your child, or during a special moment when you and the staff member can talk with each other in peace and quiet.
- Didn’t you reach a solution with the staff member concerned? Then ask for a consultation with Milk&Cookies’ site manager. She will speak with both you and the staff member and will try to find a solution.
- It is possible that a consultation with the site manager still does not lead to a solution. In that case, Milk&Cookies’ director will personally deal with your complaint.
Milk&Cookies will make a report of each complaint and provide you with a copy. We will do everything we can to settle your complaint within three weeks and to your complete satisfaction. In case the settlement of your complaint is not to your satisfaction, you can submit the complaint to these external authorities: the Stichting Klachtencommissie Kinderopvang (Complaint Committee for Childcare) or the Geschillencommissie Kinderopvang (Disputes Committee for Childcare). The Complaint Committee provides an advice concerning a complaint, both for individual parents and for parents' committees. A decision by the Disputes Committee is binding for both the parents and Milk&Cookies.
You can at all times ask to see the complete Milk&Cookies complaint protocol.