Grievance Procedure

How to raise a concern about the program or staff

Effective: September 2026 | Reviewed Annually

Country Lane Early Learning is committed to providing a safe, nurturing, and well-run program for every family. This policy outlines the steps parents and guardians should take to raise a concern or file a grievance about the program or a staff member, and what they can expect once a concern has been reported.

Our Commitment to Open Communication

Country Lane Early Learning values open, honest, and respectful communication between families and staff.
Families are encouraged to raise concerns as soon as they arise so that issues can be addressed quickly and directly.
All grievances, whether informal or written, are taken seriously and handled with confidentiality and respect.
No family will be penalized, treated differently, or asked to leave the program for raising a good-faith concern.

Step 1: Informal Discussion

In most cases, concerns should first be raised directly and informally with the staff member or provider involved.
Many issues can be resolved quickly through a calm, respectful conversation.
Parents and guardians may request a private conversation in person, by phone, or by email, at a time that does not disrupt care.
If the concern involves the provider directly, or the family is not comfortable raising it informally, they may move straight to Step 2.

Step 2: Formal Written Grievance

If a concern is not resolved informally, or involves a serious matter, parents or guardians may submit a written grievance to the Program Director.
Written grievances may be submitted by email to sara@countrylaneearlylearning.com or delivered in person.
The written grievance should include the date of the incident, the names of those involved, a description of the concern, and the family's desired resolution.
Written grievances will be acknowledged within 2 business days of receipt.

Step 3: Review & Resolution

The Program Director will review the grievance and, when appropriate, speak with any staff or families involved.
A meeting with the family may be scheduled to discuss the concern further and work toward a resolution.
A written response outlining the outcome and any corrective action will be provided within 10 business days of the grievance being received.
If more time is needed to fully investigate a concern, the family will be notified of the delay and given an updated timeline.

Confidentiality & Non-Retaliation

Grievances are handled as confidentially as possible, sharing information only with those who need it to resolve the concern.
Country Lane Early Learning does not tolerate retaliation of any kind against a family for filing a good-faith grievance.
Filing a grievance will not affect a child's enrollment status or the quality of care provided.

Licensing & Outside Complaints

Families are always welcome to contact the Utah Office of Licensing directly with a concern, at any point in this process.
The Utah Child Care Licensing Program can be reached at (888) 287-3704 or online at childcarelicensing.utah.gov.
Country Lane Early Learning's license number is F10-13482 and should be referenced in any licensing complaint.
Suspected child abuse or neglect should be reported directly to the Child Abuse/Neglect Hotline at 1-855-323-3237.