Complaints record

 

Date of complaint :

 

 A: Source of complaint

 

Parent (email)

Parent (in person)

Parent (phone call)

 

 

 

 

Staff member

Anonymous

Ofsted (include complaint number if known)

Other (please state)      

 

 

 

 

 B: Nature of complaint

(please tick all standards that the complaint relates to)

 

Standard 1: Suitable Person

Standard 2: Organisation

Standard 3: Care, Learning & Play

Standard 4: Physical Environment

Standard 5: Equipment

Standard 6: Safety

Standard 7: Health

 

 

 

 

 

Standard 8: Food and Drink

Standard 9: Equal Opportunities

Standard 10: Special Needs

Standard 11: Behaviour

Standard 12: Working in Partnership with Parents and Carers

Standard 13: Child Protection

Standard 14: Documentation

 

 

 

 

 

 

 

 

Details of the complaint:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 C: How it was dealt with

Internal investigation

Investigation by Ofsted

Investigation by other agencies (please state)      

 

 

 

Please give details of any internal investigation or attach any outcome letter from Ofsted:

 

 

 

 

 

 

 

 

 

 

 

 

 

 D: Actions and outcomes

Internal actions

Actions agreed with Ofsted

Changes to conditions of registration

Other action taken by Ofsted

No action

Actions imposed or agreed with other agencies

 

 

Please give details:

 

 

 

 

 

 

 

 

 

 

Has a copy of this record been shared with parents? Yes or No

Name of recorder:

 

Outcome notified to parent:

(within 28 days)[1]

Date:

Position:

Name:

Signature:

Date Completed:

 

 

 

Additional guidance on completing the record.

 

When completing the record you should bear in mind it must be shared with any parent who asks to see it as well as with Ofsted. It is important to maintain appropriate confidentiality when filling in the record. This means that you should not name the person making the complaint or any persons (adults and children) that relate to the complaint.

 

A. Source of complaint

You need to record here who made the complaint. If Ofsted have contacted the nursery to investigate a complaint, enter Ofsted as the source and the Ofsted complaint number, if known.

 

B. Nature of complaint

Record here one or more national standards to which the complaint refers. If you are unsure you should refer to your national standards and the accompanying guidance. You must record all details associated with the complaint, taking care not to name individuals. For example, use ‘child A’, ‘staff member B’.

 

If the complaint relates to money or matters outside of the National Standards leave this section.

 

C. How it was dealt with

You must provide information on how you investigated the complaint. You will need to record:

 

·               the process that you took to ensure that the complaint was fully investigated, such as interviews, reviews of records

·               who was involved in the investigation without identifying any individuals named in the complaint including staff or any child

·               any referrals you made to an external agency, for example local authority environmental health departments or social services.

 

D. Actions and outcomes

You must provide details about the outcome of your investigation. You will need to record:

 

·               any action(s) identified by you

·               any actions set or taken by Ofsted

·               any action taken by another external agency, where you have their permission to do so

·               the outcome of your investigation, identifying any areas where you feel you could make improvement to your provision

·               if you dismissed any members of staff following the investigation and if so, under what circumstances. If you have dismissed a member of staff for misconduct, because they placed a child at risk of significant harm, you may need to refer the individual for inclusion onto the Protection of Children Act (POCA) list. You can find out how to do this by ringing Ofsted on 08456 40 40 40

 

You must share an account of the findings of your investigation and the action, if any, that you took or you intend to take as a result of your investigations with parents at the setting. You must do this within 28 days from the date the complaint was made. You can do this by sharing this record. If they ask you to do so, or if you think it is appropriate, you should send a separate letter to the parent who made the complaint giving more detail.

 

© 2010

 


[1] Regulations require providers to give an account of the findings of the investigation into the complaint and any action taken to the parent who made the complaint, within 28 days of the date of the complaint.