Complaints Procedure

 

A parent who is uneasy about any aspect of the groups provision should first talk over any worries and anxieties with the Pre-school Lead, or their child’s keyperson. If this does not produce a satisfactory outcome, or if the problem persists, the parent should put the complaint in writing to the Pre-school Lead and the Chair of the Committee. For parents who are not comfortable with making written complaints, there is a template form for recording complaints which can be completed with the person in charge and signed by the parent.

 

If the parent is not satisfied with the outcome of the investigation, he or she can request a meeting with the Pre-school Lead and the Chair of the Committee. The parent should have a friend or partner present, and the Pre-school Lead should have the support of the Chair of the Committee or a senior member of the Committee present.

 

If an agreement cannot be made an external mediator is invited to help settle the complaint. This person should be acceptable to both parties, listen to both sides and offer unbiased advice. A mediator has no legal powers but can help to define the problem, review the action so far, and suggest further ways in which it might be resolved.

 

The role of the Office for Standards in Education (OFSTED), Children’s Services and Skills, the Local Safeguarding Children Board, and the Information Commissioner’s Office.

 

Parents may approach Ofsted directly at any stage of this complaint’s procedure. In addition, where there seems to be a possible breach of the setting’s registration requirements, it is essential to involve Ofsted as the registering and inspection body with a duty to ensure that the Statutory Framework of the Early Years Foundation Stage is adhered to.

 

The address and telephone number of our Ofsted regional centre is:

 

OFSTED National Business Unit, Piccadilly Gate, Store Street, Manchester M1 2WD Telephone No: 0300 123 1231

 

If a child appears to be at risk, we follow the procedures of the Local Safeguarding Children Board. In these cases, both the parent and our setting are informed, and our Pre-school Lead will work with Ofsted or the Local Safeguarding Children Board to ensure a proper investigation of the complaint, followed by appropriate action.

 

The Information Commissioner’s Office (ICO) can be contacted if you have made a complaint about the way your data is being handled and remain dissatisfied after raising your concern with us. For further information about how we handle your data, please refer to the Privacy Notice given to you when you registered your child at our setting. The ICO can be contacted at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or ico.org.uk.

 

A record of complaints against our setting and/or the children and/or the adults working in our setting is kept, including the date, the circumstances of the complaint and how the complaint was managed. The outcome of all complaints is recorded in the Complaints Summary Record which is available for parents and Ofsted inspectors on request.

 

We believe that most complaints are made constructively and can be sorted out at an early stage. We also believe that it is in the best interests of the pre-school and parents that complaints should be taken seriously and dealt with fairly and in a way which respects confidentiality.