SCMA Shop and Delivery

Placing your order

Shop online 24 hours a day, 7 days a week. By phone or post, Monday to Friday, 8.30 am – 4.30 pm.
*If you require further assistance, please contact SCMA on 01786 445377.

Delivery

All orders are sent the next working day by second class post*. Please allow up to seven working days for delivery. If you have not received your order, please check if the Post Office has your order waiting for collection, otherwise please contact us on 01786 445377.

Clothing orders are sent to the external supplier within one working day of receipt of the order. Clothing orders are dispatched by the external supplier and delivery can take up to three weeks.

*Excludes weekends, bank and public holidays and Christmas and New Year when Head Office is closed.

Payment methods
We accept all major credit/debit cards except American Express.
By cheque: orders will be processed upon receipt of your cheque.
By cash: orders can be paid for in cash at SCMA’s Head Office. Please do not send cash via the post.

Returns and Exchanges to Head Office
Item(s) may be returned for a refund within 21 working days of purchase providing they are in a resaleable condition. Please include details of what you would like to exchange the item(s) for and also include any payment details in the event that there is any price difference. Please also include your SCMA membership number, full name and address details and a contact telephone number along with a note detailing why the item(s) are being returned. 

All SCMA Branded Clothing is non-refundable unless the item is faulty. Clothing item faults or issues should be reported within 24 hours of receipt of order.

Postage and packaging charges for both refunds and exchanges are the responsibility of the customer. If you require further assistance, please contact us on 01786 445377.


Complaints Policy and Procedure (effective from August 2021)

Providing a high-quality service to both members and others is considered a priority at Scottish Childminding Association (SCMA).  

We have a duty to provide a prompt and trouble-free service.  All staff are aware that the service we provide is to benefit all those who are interested in childminding.  We also realise that there may be occasions when we do not meet your expectations. When this happens, it is important that we try to resolve your complaint as quickly as possible, and to your satisfaction.

Managing a Complaint
Effective complaint management is important to the successful delivery of our strategic and business objectives. It is especially important to ensure consistent and robust arrangements are established for handling and examining complaints, identifying issues, establishing clear strategies for seeking an appropriate resolution.

The complaints policy and our procedure reflect the commitment to valuing complaints and support the aim to resolve customer dissatisfaction at the earliest opportunity by conducting thorough, impartial and fair examinations of customer complaints so that, where appropriate, we can make evidence-based decisions on the facts of the case.

Complaints give us valuable information we can use to improve customer satisfaction and improve service delivery. Our complaints handling procedure enables us to address a customer’s dissatisfaction and will help to prevent the same problems that led to the complaint from happening again. 

For our staff, complaints provide a first-hand account of the service user’s views and experience and can highlight problems we may otherwise miss. Handled well, complaints can give our customers a form of redress when things go wrong and can also help us continuously improve our services.

Resolving a Complaint
Resolving complaints at the earliest opportunity saves money and creates better customer relations. Sorting complaints out as soon as possible means we can deal with them quickly, so they are less likely to escalate to the next stage of the procedure. 

The complaints policy and operational complaint handling procedure will help us do our job better, improve relationships with our customers and stakeholders. It will help us keep the customer at the heart of the process, while enabling us to better understand how to improve our services by learning from complaints.

This policy is supported by the procedure below:

SCMA Complaints Procedure

If, for any reason you are unhappy with the service received, we have three distinct stages in our complaints procedure to deal with this.  It is an important part of our service to investigate all complaints that are brought to our attention, as quickly as possible.  The three stages designed to deal with any complaint are outlined below.

Stage One: Resolving concerns quickly and informally
If possible, the quickest and easiest way to resolve a complaint is to speak to the person concerned about the issue as soon as it arises.  This gives us an opportunity to address the dissatisfaction, clarify any misunderstanding or to resolve matters of concern quickly and informally.  This could mean an on-the-spot apology and explanation if something has clearly gone wrong.  

Please contact us and we will try to resolve your problems straight away:


If we can’t resolve your complaint at this stage, we will explain why and tell you what you can do next.  We might suggest that you take your complaint to Stage Two.

Stage Two: Making a formal complaint
This deals with complaints that have not been resolved at Stage One and those that require further investigation. At this stage, please tell us: 

  • your full name and contact details
  • as much as you can about the complaint
  • what has gone wrong; and
  • what outcome you are seeking.

Please contact Graeme McAlister, Chief Executive of Scottish Childminding Association:

In summary, this means we will:

  • acknowledge that we have received your complaint within three working days
  • aim to complete the investigation within 20 working days and in line with our investigation policy and procedures
  • let you know if we think there will be a delay and give you the reasons for the delay if possible
  • let you know our findings and the outcome of the complaint.

Should you remain unsatisfied with the response given then proceed to Stage Three.

Stage Three: Final stage
Please write stating your complaint, to the Convener of the Scottish Executive Board at the Head Office address detailed above.  Our aim is to provide a satisfactory response.

Policy and Procedures Review
This policy may only be changed or varied with the specific authority of the Leadership Team.

Our Board of Directors will review this policy annually. 

A paper copy of the Complaints Policy is available on request by: 

 

Childminder Search Service

Please note: All childminder profiles published on this website are the responsibility of each individual respective childminder.  SCMA cannot be held responsible for incorrect or misleading information.  SCMA reserves the right to refuse any Childminder Search Service profile from this website.

Childminders operating services in Scotland must be registered with the Care Inspectorate. To verify the status of a childminder in Scotland, visit the Care Inspectorate website at careinspectorate.com.


SCMA Membership 

SCMA membership can be purchased by calling SCMA Head Office on 01786 445377.  Existing members can renew their membership online (via the Membership Dashboard) or by calling SCMA on 01786 445377.

Membership is payable by credit/debit card, or monthly by Direct Debit. If you wish to cancel your SCMA membership, please call us on 01786 445377. 

SCMA membership is non-refundable (unless you wish to cancel your membership purchase during the cooling off period, see below).     

SCMA Membership: cooling-off period

Don’t worry if you change your mind about joining SCMA. Provided that you write to us requesting cancellation of your membership and return all elements of your membership pack (in full) to SCMA Head Office within 14 working days (beginning on the day after you receive your paperwork), we will give you a full refund of the price paid for your membership. 

View our cancellation policy and complete our electronic form

Please note that you will be responsible for the cost of returning your membership pack to us.  If you cancel your SCMA membership you will no longer be able to benefit from our insurance cover, and/or any other benefits of SCMA membership.

The Direct Debit Guarantee



This Guarantee is offered by all banks and building societies that accept instruction to pay Direct Debits.

If there are any changes to the amount, date or frequency of your Direct Debit the Scottish Childminding Association will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request the Scottish Childminding Association to collect a payment, confirmation of the amount and date will be given to you at the time of the request.

If an error is made in the payment of your Direct Debit, by the Scottish Childminding Association or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society – If you receive a refund you are not entitled to, you must pay it back when the Scottish Childminding Association asks you to.

You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.


SCMA Public Liability Insurance (PLI)

For your own benefit and protection, we recommend that you read these terms carefully. If you have any questions regarding your policy, please contact SCMA Head Office on 01786 445377.

By choosing to purchase insurance from SCMA you agree to abide by these terms and conditions. This is our standard client agreement upon which we intend to rely. For your own benefit and protection you should read these terms carefully before agreeing to them. If you do not understand any point please call 01786 445377 and ask for further information before proceeding with your purchase.  If your circumstances change and you are no longer able to adhere to these terms and conditions, you will not be eligible for cover and must inform SCMA immediately by emailing us at information@childminding.org or by telephoning 01786 445377 to discuss the best way forward.

Read more about Public Liability Insurance here, where you can also access the policy summary and the full policy wording.

If you wish to cancel your policy, please contact SCMA. No refunds can be given on insurance products, although there is a 14 day cooling-off period during which you can cancel your Public
Liability Insurance and receive a full refund subject to no claims/incidents on receipt of returned documents. There is no separate charge for cancellation at any time.

Insurance Cooling-Off Period
There is a 14 day cooling-off period during which you can cancel your Public Liability Insurance. If you are not happy with your policy, you may cancel it within 14 days by writing to SCMA Head Office and returning all certificates and other documentation. Provided there has not been (and will not be) an incident or a claim made for this period and you return all certificates and documents to us, a refund of the premium paid will be made no later than 30 days from the date on which we receive your notice of cancellation. Please note that you will be responsible for the cost of returning your documents to us. 

IMPORTANT NOTICE:

Your insurance is based upon the information you provide to us which is then passed on to the insurance company. You must ensure that all such information is complete and accurate and that any facts which may influence the Insurer’s decision to accept the policy and/or what terms are applied must be disclosed. It is your duty to disclose all material facts. A material fact is one that would influence the decision of the Insurer to cover you (for example something that would impact on your eligibility for insurance cover). If you are in any doubt as to whether a fact is material please disclose it. Failure to disclose material information may invalidate your insurance and could mean that part, or all, of a claim may not be paid. By purchasing Public Liability Insurance (including each time you renew your policy), you:

  1. Confirm that you are a SCMA member.
  2. That you have discussed any areas of concern with our Head Office team on 01786 445377 and that you are satisfied that the cover you have purchased is suitable for your particular circumstances.
  3. Confirm you have requested cover from the correct start date to meet your legal requirements.
  4. Make the following declaration as appropriate for your proposed membership type:
    a. I am registered as a childminder with the Care Inspectorate.
    b. Neither I, nor my partner/spouse, have ever been convicted or charged (but not tried only) with a criminal offence arising from injury or threat of injury to any person.
    c. I have had no claims or incidents relating to my childcare practice in the last 5 years*
  5. Confirm that the statements and particulars contained in this declaration are true and that you have not mis-stated or suppressed any material facts.
  6. Agree that this declaration together with any other information supplied by you shall form the basis of any contract of insurance effected on the basis of the information you have provided.
  7. Undertake to notify SCMA of any material change in circumstances or alteration to the facts you have disclosed occurring before your insurance policy is activated.
  8. Acknowledge and understand that:
    a. Insurance sold by SCMA is offered to SCMA members from only one insurer, Royal & Sun Alliance Insurance Ltd. (the Insurer).
    b. SCMA is acting on your behalf and not as an agent of the Insurer.
    c. The insurance contract is governed by English law and is subject to the jurisdiction of courts in England & Wales.
    d. SCMA is permitted to undertake mediation with respect to non-investment insurance policies in line with the permissions granted by our regulator. Whilst we have permission to provide advice, unless stated in writing that we are doing so, we will not be offering advice, and it will be up to you to decide whether the insurance cover we are offering meets your particular needs. You can check the permissions we possess by contacting our regulator, the Financial Conduct Authority whose contact details are available at www.fca.org.uk.
    e. Prior to your premium being forwarded to the Insurer, and for your protection, we hold your money as an agent of the Insurer (so your policy is treated as being paid for).
    f. We may operate block insurance arrangements in order to provide competitive terms. This is where we place all insurances of a certain type with one insurer who can provide particularly competitive terms for all our customers. On occasions it will be necessary for us to transfer such blocks from one insurer to another where this is beneficial for our clients.  By becoming a SCMA member you give us your consent for us to operate in the ways described in this document and provide your prior request for us to operate and transfer block insurance arrangements where necessary;
     g. you may contact us to request details as to how your purchase of this insurance policy will help SCMA continue to provide member benefits and support for our childcare members.
  9. Employers liability covers staff that are employees. You will need to phone every time you join or renew to activate this cover. 
  10. Marsh Commercial is appointed by SCMA to be the Insurance Intermediary for SCMA members. SCMA is authorised to collect Insurance premiums on behalf of Marsh Commercial and these monies are held by SCMA and transferred regularly to the Insurer. Prior to inception and Renewal you have the right to ask about any commissions paid.

* If you have made a claim under a Public Liability or Professional Indemnity insurance policy or been the subject of a complaint by a parent/guardian/local authority or subject to a regulatory investigation or similar incident in the last 5 years, please contact us on 01786 445377 to discuss.

Handling of Complaints relating to Insurance Sales

SCMA and Royal & Sun Alliance Insurance Ltd. aim to provide you with a first-class service. If we have not delivered the service that you expect or you are concerned with the service provided, we would like the opportunity to put things right.  

If you have a complaint about your public liability insurance or employers' liability insurance, please contact SCMA to raise your concerns and we will seek to resolve these as soon as possible.

If SCMA believes that it cannot resolve your complaint without the involvement of Royal & Sun Alliance Insurance Ltd. or there is any query relating to the complaint, SCMA will pass your complaint to their nominated contact at Royal & Sun Alliance Ltd. within 24 hours. The complaints procedure of Royal & Sun Alliance Insurance Ltd. will then apply.  This is available upon request.

If your complaint is against Royal & Sun Alliance Insurance Ltd. alone or you are not satisfied with the way in which SCMA has dealt with your complaint, you may write to the Customer Relations team at Royal & Sun Alliance Insurance Ltd:  

Customer Relations
PO BOX 255
Wymondham
NR18 8DP

Email: CRT.Halifax@uk.rsagroup.com
Tel: 0800 107 6160 

A separate investigation will then be carried out in an attempt to resolve your complaint and a final response issued. However, if resolution is not possible they will issue a response within eight weeks of your original complaint

Additional Rights

If you are still not satisfied, SCMA and Royal & Sun Alliance Insurance Ltd are subject to an arbitration service by the Financial Ombudsman Service and you may be able to refer your complaint to them.  You can contact them at:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Tel: 0800 023 4567 or 0300 123 9 123
Web: financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk

Your rights as a customer to take legal action remain unaffected by the existence or use of any complaints procedures referred to in this document.  However the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.

We are also covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, also without any upper limit. Further information about compensation scheme arrangements is available from the FSCS on 0800 678 1100 or 020 7741 4100 or by visiting http://www.fscs.org.uk/ or by writing to the Financial Services Compensation Scheme at 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU.

SCMA is an appointed representative of Professional Association for Childcare and Early Years which is authorised and regulated by the Financial Conduct Authority (FCA). Registered at Argyll Court, Castle Business Park, Stirling, FK9 4TY. Underwritten by Royal & Sun Alliance Insurance  Ltd. (No. 93792) at St Mark's Court, Chart Way, Horsham, West Sussex RH12 1XL. Authorised and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority (PRA).


Halfords 10% off Discount

Login to the Membership Dashboard and go to the ‘Resources, Guidance and Support’ section to download your exclusive 10% off at Halfords discount voucher. Present your valid voucher when purchasing in-store alongside your valid SCMA membership card.  

The valid voucher entitles you to 10% off in-store at Halfords. It cannot be redeemed online. Voucher can be retained and used multiple time. Expires 1 January 2022. Certain exclusions apply including dashcams, sat nav, cycling tech, electric cycles and scooters. It cannot be used in conjunction with Cycle2work or any other voucher, colleague discount or exchanged for cash. Photocopies will not be excepted. This voucher will only be valid when supported by proof of entitlement (i.e. staff ID, payslip, membership card). Halfords reserve the right to withdraw or change the offer at anytime, with out notice.