Complaints Procedure Policy
Heavitree Community Pre-School recognises that sometimes parents and other people with an interest in childcare have complaints or concerns about the quality of a registered childcare service.
Staff and the Committee of Heavitree Community Pre-School believes that children and parents are entitled to expect courtesy and prompt careful attention to their needs and wishes.
Heavitree Community Pre-School understand the need of discretion when working with children. If parents, carers or staff member would rather not talk in front of the child, we can arrange a more convenient time to discuss matters.
Heavitree Community Pre-School welcomes suggestions on how to improve our Pre-School and will give prompt and serious attention to any concerns about the running of the Pre-School.
We anticipate that the majority of concerns will be resolved quickly and informally. However, in the unusual event that this is not the case we have a set procedure for dealing with complaints and concerns.
Heavitree Community Pre-School will keep a written record of any complaint made and the outcome.
Any complaint relating to Heavitree Community Pre-schools fulfillment of the EYFS will be fully investigated. The complainant will be notified on the outcome of the investigation within 28 days.
All complaint records will be made available to Ofsted on request.
Heavitree Community Pre-School aims to achieve a satisfactory conclusion of all concerns and complaints by following the 5 stages below: -
Stage 1
Stage 2
Stage 3
Stage 4
Stage 5
Meetings can only take place at any of the above stages if the complainant agrees to attend.
Parents may approach Ofsted directly at any stage of this complaints procedure, and the address will be given to all parents and carers on request. If Heavitree Community Pre-School is aware that they are to be inspected, we will notify parents/carers. After an inspection, we will make the report available to parents/carers and notify them in writing that the report is available on our website and in our parent information file. We will also offer parents their own printed copy on request.
Where there seems to be a possible breach of our registration requirements, it is essential to involve Ofsted as the registering and inspection body with a duty to ensure the National Standards for Day Care are adhered to.
The address and telephone number of Ofsted for complaints are:
Applications, Regulatory and Contact (ARC) Team
Ofsted
Piccadilly Gate
Store Street
Manchester
M12WD
03001231231
enquiries@ofsted.gov.uk
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 supplied on our website or ask a member of staff for a copy. The ICO can be contacted at Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or ico.org.uk
Records
All complaints are logged, along with the outcome and any action taken. Written record of complaints against our Pre-School and/or the children and/or the adults working in our Pre-School are kept, including the date, the circumstances of the complaint and how the complaint was managed. This Record will be kept for a period of 6 years and is available for parents and Ofsted inspectors on request.
Source of Complaint
A record will be made of who made the complaint. If the complaint has been made via Ofsted, then it is Ofsted that should be recorded as the source (regardless of named individual), including the complaint number if known.
Nature of Complaint and Details of Complaint.
All details must be recorded associated with the complaint.
How complaint was dealt with.
Full details on how the complaint was investigated will be recorded, including any interviews or reviews of records.
Actions and Outcomes.
Details recorded must include:
Staff and the Committee of Heavitree Community Pre-School believes that children and parents are entitled to expect courtesy and prompt careful attention to their needs and wishes.
Heavitree Community Pre-School understand the need of discretion when working with children. If parents, carers or staff member would rather not talk in front of the child, we can arrange a more convenient time to discuss matters.
Heavitree Community Pre-School welcomes suggestions on how to improve our Pre-School and will give prompt and serious attention to any concerns about the running of the Pre-School.
We anticipate that the majority of concerns will be resolved quickly and informally. However, in the unusual event that this is not the case we have a set procedure for dealing with complaints and concerns.
Heavitree Community Pre-School will keep a written record of any complaint made and the outcome.
Any complaint relating to Heavitree Community Pre-schools fulfillment of the EYFS will be fully investigated. The complainant will be notified on the outcome of the investigation within 28 days.
All complaint records will be made available to Ofsted on request.
Heavitree Community Pre-School aims to achieve a satisfactory conclusion of all concerns and complaints by following the 5 stages below: -
Stage 1
- Any parent or Guardian that has a concern about the pre-schools provision should first discuss the matter with their child’s key worker or play leader/Manager. Most complaints should be resolved amicably and informally at this stage.
Stage 2
- If this does not have a satisfactory outcome, then the complaint should be put in to writing to the Pre-School Leader or Manager or if appropriate the Chair of the Committee.
- When the investigation into the complaint is resolved, the play leader / manager or Chair (whichever is appropriate) would meet with the parent or guardian to discuss the outcome.
- Parents will be informed of the outcome of the investigation within 28 days of making the complaint.
- When the complaint is resolved at this stage, the summative points are logged in the complaints summary record.
Stage 3
- A meeting would be held with the parent/guardian and two Pre-School representatives the Pre-School leader, manager or chair of the committee. (If inappropriate for these members to attend the meeting other staff or committee members could be involved). The parent may have a friend or partner present if required. An agreed written record of the meeting should be made. All parties present should sign and receive a copy of the written record.
- The signed record signifies that the matter has been resolved and the summative points are logged in the complaints summary record.
Stage 4
- If at stage 3 the parent/guardian and Pre-School can’t reach an agreement, an external mediator is invited to help settle the complaint. This person would be acceptable to both parties, listen to both sides and offer advice. A mediator has no legal powers but can help define the problem, review the action so far and suggest further ways in which it might be resolved.
- It would be advised that the mediator was a member of the early year’s team or a member of Pre-School learning alliance. The mediator would keep all discussions confidential and could hold individual meetings with parent/guardian or Pre-School if appropriate. The mediator would keep a written record of all meetings and discussions held.
Stage 5
- When the mediator has concluded investigations, a final meeting between the parent/guardian, the Pre-School leader/ manager or the chair of the management committee is held. The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint. The mediator’s advice is used to reach a conclusion. The mediator is 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 the meeting signs the record and receives a copy of it. This signed record signifies that the procedure has concluded.
Meetings can only take place at any of the above stages if the complainant agrees to attend.
Parents may approach Ofsted directly at any stage of this complaints procedure, and the address will be given to all parents and carers on request. If Heavitree Community Pre-School is aware that they are to be inspected, we will notify parents/carers. After an inspection, we will make the report available to parents/carers and notify them in writing that the report is available on our website and in our parent information file. We will also offer parents their own printed copy on request.
Where there seems to be a possible breach of our registration requirements, it is essential to involve Ofsted as the registering and inspection body with a duty to ensure the National Standards for Day Care are adhered to.
The address and telephone number of Ofsted for complaints are:
Applications, Regulatory and Contact (ARC) Team
Ofsted
Piccadilly Gate
Store Street
Manchester
M12WD
03001231231
enquiries@ofsted.gov.uk
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 supplied on our website or ask a member of staff for a copy. The ICO can be contacted at Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or ico.org.uk
Records
All complaints are logged, along with the outcome and any action taken. Written record of complaints against our Pre-School and/or the children and/or the adults working in our Pre-School are kept, including the date, the circumstances of the complaint and how the complaint was managed. This Record will be kept for a period of 6 years and is available for parents and Ofsted inspectors on request.
Source of Complaint
A record will be made of who made the complaint. If the complaint has been made via Ofsted, then it is Ofsted that should be recorded as the source (regardless of named individual), including the complaint number if known.
Nature of Complaint and Details of Complaint.
All details must be recorded associated with the complaint.
How complaint was dealt with.
Full details on how the complaint was investigated will be recorded, including any interviews or reviews of records.
Actions and Outcomes.
Details recorded must include:
- Any actions identified by the Pre-School
- Any actions identified or taken by Ofsted
- Any actions taken by another external agency (where permission has been granted)
- The outcome of the investigation – identifying any areas of improvement
- If any members of staff have been dismissed following investigation and circumstances.
