Awarded 'Outstanding' by OFSTED

Policy Statement

We believe that children and their families are entitled to always receive courtesy and prompt attention. We encourage contributions from parents when looking at the running of playgroup and take comments seriously. We anticipate that the appropriate member of staff can quickly resolve any concern that may arise in a fair and informal way with an approach to the appropriate member of staff, but if this is not the case, we have a procedure for dealing with complaints.

 

• If a parent is unhappy about any aspect of their child’s care or how they feel they have been treated, this should be discussed with the child’s Key Person. The Key Person will listen to the parent and acknowledge what they are unhappy about. The Key Person will offer an explanation, seek further information, or discuss how the problem may be overcome. The issue and how it was resolved is recorded in the child’s file and Complaints Record. The recording will also make clear whether the issue being raised relates to a concern about quality of the service or practice, or a complaint.

 

• If the parent is not happy with the Key Person’s response or wishes to complain about the Key Person or any other member of staff, they will be directed to the setting Manager who will discuss the problem with the parent and aim to resolve the issue promptly.

 

• Some parents will want to make a written complaint; others will prefer to make it verbally; in which case the setting Manager writes down the main issues of the complaint using the Complaint Record and keeps it in the child’s file.

 

• The setting Manager will consider the complaint, investigate if needed and provide time to feedback to the parent within 28 days. A confidential written report of the investigation is kept in the child’s file if the complaint relates directly to a child and/or the complaints file if a general matter.

 

• If the parent is still not satisfied, or if the complaint is about the setting Manager, the setting Manager is asked to forward their complaint verbally or in writing to the Chairperson of the Voluntary Management Committee who will respond to the parent within a further 14 days.

 

• If the complainant believes that the matter has not been resolved and there has been a breach of the EYFS Statutory requirements they are entitled to make a complaint to Ofsted. The Manager will assist in any complaint investigation as well as in producing documentation that records the steps that were taken in response to the original complaint.

• Complaint to Ofsted should be made via telephone 03001234666 or in writing via email to enquiries@ofsted.gov.uk.

• The Manager is the first person responsible in the first instance for dealing with a complaint (or the Chairperson if preferred).

• Staff must be kept informed of complaints and have access to the complaint logged. Further a copy of the complaint and the details logged must be made available to the Chairperson as soon as practicable and in any event before the date of the review.

• A copy of the complaint record must also be provided to the parent together with the name, address, and telephone number of OFSTED.

• For an allegation that may relate to a person who works or volunteers with children who has:

• behaved in a way that has harmed a child, or may have harmed a child

• possibly committed a criminal offence against or related to a child

• behaved towards a child or children in a way that indicates they may pose a risk of harm to children

• behaved or may have behaved in a way that indicates they may not be suitable to work with children

The “Allegations against a person who works or volunteers with children” procedure will be followed.

• If the complaint is from another agency the complaint should be made to the setting Manager. It will be acknowledged withing 10 days of receipt [if in writing]

• The setting Manager will investigate and meet with the individual to discuss further with the aim to resolve the matter. If resolution is not made it will then be referred to the VMCommittee as above.

• The setting is required by Ofsted to keep a record of complaints and disclose these to Ofsted at inspections or if requested at any other time. [this is a summative record only]

• Records must be kept for at least 3 years.

• If a complaint is upheld a review will be undertaken by the Manager/VMC to look for ways to improve practice of needed.

This procedure is available in the Lobby or upon request.

 

Updated January 2022