Our Policies
 Fulham Nannies nanny agency

Our Personal Policies!

Our Complaints Policy and Procedure

Complaints Policy
 
Fulham 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 Fulham Nannies is maintained at a high level.
 
Complaints Procedure
 
Stage One: Informal complaint

It is in everyone’s interest that complaints are resolved at the earliest possible stage.  Fulham 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 Moira Walsh on (020) 7 736 8289.  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 Moira Walsh, 69A Stephendale Road, Fulham, London SW6 2LT.

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.

Confidentiality and Security

Fulham Nannies complies fully with the Data Protection Act of 1998 and all applicable data protection and privacy legislation.  We are registered with the Data Protection Registrar under Registration No Z1109019.

We will only collect your personal information for the purposes of introducing childcare professionals to families.
  
We will ensure that any information obtained from you is treated as Private and Confidential by us and anyone else involved in arranging, considering to arrange or managing your childcare placement.

Any information collected by Fulham Nannies will be secured and treated as confidential.  Fulham Nannies database of client & nannies information is securely protected against unauthorised entry.

Details of clients and/or nannies will not be used for any purpose other than the one specified, and will not be sold or released to any mailing list or any other interested party.  Details will be kept for a period of time in accordance with the Data Protection Act 1998.

Equal Opportunities

No client or nanny will be treated unfavourably in any part of the recruitment or placement process by the Agency (Fulham Nannies) due to their disability, gender, race, sexual orientation, religion or belief or in any other professional dealings. 

All agency staff and all nannies are expected to be aware of Equality legislation; this includes discrimination on the grounds of disability, gender, race, sexual orientation, religion or belief and to apply them in all their professional dealings.

This policy is regularly monitored to ensure that the objectives are achieved.  It will be reviewed and, if necessary, revised in the light of legislative or organisational changes.

Our Mission Statement

"It is our mission to provide you with the best quality childcare solution for your family and to help nannies who work through us to find rewarding professional nanny positions"

Our Refunds Policy

In the event of an Applicant failing to take up an agreed engagement then a full refund will be given (subject to terms and conditions).

In the event of a Client or Applicant lawfully terminating the employment within the first 8 weeks of employment our policy is to supply one free replacement (subject to terms and conditions).  If a Client decides to make other arrangements or requests that no replacement be provided then no refund will be given.  After the 8 week guarantee period no refunds or replacements will be given.

The above refund and replacement terms will not apply if:

√    the Agency (Fulham Nannies) is not informed in writing within 7 days of an Applicant leaving employment

√    the invoice is not settled in full within 14 days of date on invoice

√    the applicant leaves due to the working conditions being contrary to those agreed

√    upon prior to commencement of employment, or due to the mistreatment of the Applicant

√    the Client varies the request for replacement from the original specifications

√    the Applicant left after week 8 including any period of notice worked

Our Candidate Selection & Recruitment Criteria

All our Nannies are personally interviewed, and no charges are made to Nannies for seeking work with the Agency (Fulham Nannies).   All work history is fully checked, including any gaps in C.V.
 
The Agency (Fulham Nannies) discuss with Nannies the working procedures regarding confidentiality, health & safety, discipline and respect for other cultures, and only take on those who we feel have a correct understanding of these issues.
 
We only select childcare professionals onto our register that can provide the following:
 
√   The right to work in the United Kingdom is established, e.g. valid U.K. work permit/visa if non-European.
 
√   Confirmation of identification and address.  Original documents must be observed, and at least one form of identification must show a recent photograph of you, e.g. each of the following is acceptable as identification. 
 
-          Current passport
-          Current full U.K. driving licence
-          Utility bill (recent)
-          Bank statement (recent)
-          Birth certificate
 
√   Minimum of two years experience working in a childcare environment and/or suitable childcare qualification.  The following are examples of appropriate qualifications:
 
-          CACHE Diploma in Childcare and Education (previously known as NNEB)
-          NVQ or SVQ Level 3 in Early Years Care and Education
-          BTEC National Certificate or Diploma in Early Years
-          BTEC Certificate in Children's Care and Education
-          BTEC Higher National Certificate or Diploma in Early Childhood Studies
 
√   Two references are required as minimum from previous employers (one of which must be the present/last employer) and/or college.
 
√   Current enhanced disclosure(CRB) check, (we can help you with this if you don’t have one)
 
√   An up to date First Aid Certificate (we can also help you with this if you don’t have one)
 
√   Be available for interview in Southwest and/or West London
 
All records of Nannies details are confidential and are kept with the Agency (Fulham Nannies) in accordance with the Data Protection Act.