COMPLAINTS POLICY

Rationale:

It is important that clear mechanisms exist in the event of a complaint being made, and that parents understand the procedures to be followed.

Purposes:

Provide a clear framework so that concerns can be dealt with effectively and amicably.

Ensure that where matters are not resolved immediately, those involved are aware of further procedures that can take place.

Guidelines for dealing with Complaints:

Stage 1

• Any parent who is uneasy about an aspect of the nursery provision should discuss their concerns with an appropriate person. Depending on the area of concern this could be their child’s keyworker, Nursery Manager or other senior member of staff.

Stage 2

• If this does not have a satisfactory outcome, or if the problem recurs, a parent should put their concerns in writing to the Nursery Manager and Chair of Directors. Most complaints should be able to be resolved informally at stage 1 or at stage 2.

Stage 3

• The parent requests a meeting the Nursery Manager and Chair of Directors. The parent should have a friend or partner present, if required, and the manager a colleague. An agreed written record of the discussion should be made. All parties present at the meeting sign the record and receive a copy of it.

Stage 4

If at the stage 3 an agreement cannot be reached an external mediator, acceptable to all parties, will be invited to help settle the complaint. A mediator has no legal powers but can help reviewing the nature of the complaint, action taken so far, listen to both sides, offer advice and suggest further ways in which the issues might be resolved. The mediator must keep all discussion confidential. They cannot hold separate meetings with parties involved in the complaint if this is seen as unhelpful. The mediator keeps an agreed record of any meetings that are held and of any advice they give.

Stage 5

• When the mediator has concluded their investigations, a final meeting between the parent, Nursery manager and Chair of Directors will take place. The purpose of the meeting is to reach a decision on the action to be taken to deal with the complaint. The mediators’ advice is used to reach his conclusion. The mediator should be present at the meeting if all parties think this will help a decision to be reached.
• A record of this meeting, including the decision on the action to be taken, is made. Everyone present at h meeting signs the record and receives a copy of it. This signed record signifies that the procedure has concluded.

The complaint must be investigated and the outcome notified to parents in writing within 28 days. This includes all form of complaints received and logged.

The role of the Office for Standards in education, Early Years Directorate (Ofsted)

Parents may approach Ofsted Directly at any stage of this complaints procedure. In addition, they have issued guidance on handling and recording of complaints which we will follow. Where there seems to be a possible breach of our registration requirements, it is important to involve Ofsted as the registering and inspecting body with a duty to ensure the National Standards for Full Day Care are adhered to.

If parents/carers have concerns about the Day Care Service we provide, as a registered provider, they can contact the Ofsted Complaints & Enforcement Team on 0845 601 4772. Their address is Southern Region Freshford House

Redcliff Way , Bristol, BS1 6NL

Conclusion:

All concerns or complaints will be taken seriously, and dealt with tactfully, and with consideration. It is important to remember that the nursery name may be damaged if complaints are not dealt with effectively.

© 2010