Complaints Procedure

 Statement of intent

Larksmead Pre-school believes that children and parents/carers are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our setting and will give prompt and serious attention to any concerns about the running of the setting. We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate member of staff or a member of the Management Committee. If this does not achieve the desired result, we have a set of procedures for dealing with concerns.

Aim

We aim to bring all concerns about the running of our setting to a satisfactory conclusion for all of the parties involved.

Method

To achieve this, we operate the following complaints procedure.

For all complaints a ‘Complaints Record’ sheet should be completed and is made available to parents/carers as well as to Ofsted inspectors.

Making a complaint

Stage 1

• Any parent who has a concern about an aspect of our provision talks over, first of all, his/her concerns with a member of staff and/or a member of the Management Committee.

• Most complaints should be resolved amicably and informally at this stage.

• When the complaint is resolved at this stage, the summative points are logged on the relevant Complaints Record.

Stage 2

• If this does not have a satisfactory outcome, or if the problem recurs, the parent moves to Stage 2 of the procedure by putting the concerns or complaint in writing to the Play Leader and the chair of the management committee.

• For parents who are not comfortable with making written complaints, a Making A Complaint Form may be completed with a member of staff or member of the management committee and signed by the parent/carer.

• Written complaints from parents are stored in the child’s personal file. However, if the complaint involves a detailed investigation, a separate file could be designated to store all information relating to the investigation of the complaint.

• When the investigation into the complaint is completed, the play leader and a member of the management committee meet with the parent/carer to discuss the outcome. The parent/carer must be notified of the outcome of the investigation within 28 days of having received the complaint.

• When the complaint is resolved at this stage, the summative points are logged on the relevant Complaints Record.

Stage 3

• If the parent/carer is not satisfied with the outcome of the investigation, he or she requests a meeting with the Play Leader and the Chair of the Management Committee.

• At the meeting the parent may have a friend or partner present if required.

• An agreed written record of the discussion is made as well as any decision or action to take as a result. All of the parties present at the meeting sign the record and receive a copy of it.

• This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summative points are logged on the Complaints Record.

Stage 4

• If at the Stage 3 meeting the parent/carer and setting cannot reach agreement, an external mediator is invited to help to settle the complaint. This person should be acceptable to both parties, listen to both sides and offer 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.

• Staff or volunteers within the Pre-school Learning Alliance or a representative from Surestart are appropriate persons to be invited to act as mediators.

• The mediator keeps all discussion confidential. S/he can hold separate meetings with the Play Leader and chair of the management committe and the parent, if this is decided to be helpful. The mediator keeps an agreed written record of any meetings that are held and of any advice s/he gives.

Stage 5

• When the mediator has concluded her/his investigations, a final meeting between the parent, the Play Leader and 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 this 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.

• When the complaint is resolved at this stage, the summative points are logged on the relevant Complaints Record.

The role of the Office for Standards in Education, Early Years Directorate (Ofsted) and the Local Safeguarding Children Board.

• Parents/carers may approach Ofsted directly at any stage of this complaints 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 the National Standards/Welfare Requirements for Day Care are adhered to.

• The address and telephone number of Ofsted are:

  Ofsted National Business Unit, Royal Exchange Building, St Anne’s Square, Manchester, M2 7LA. Telephone: 08456 404040

• These details are displayed in the cloakroom.

• If a child appears to be at risk, our setting follows the procedures of the Local Safeguarding Children Board in our local authority.

• In these cases, both the parent and setting are informed and the setting leader works with Ofsted or the Local Safeguarding Children Board to ensure a proper investigation of the complaint, followed by appropriate action.

Records

• 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 Record which is available for parents and Ofsted inspectors on request.

This policy was adopted at a meeting of Larksmead Pre-school

Held on: 4^th February 2008

This policy was reviewed on 23rd January 2009