Our aim is to ensure that every parent and child is happy with the service we provide. We welcome suggestions on how to improve our nursery and will give prompt and serious attention to any concerns about the running of the nursery. We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate member of staff. If this does not achieve the desired result, we have a set of procedures for dealing with concerns. We aim to bring all concerns about the running of our nursery to a satisfactory conclusion for all of the parties involved.

Procedures

All nurseries are required to keep a ‘summary log’ of all complaints that reach stage two or beyond. This is to be made available to parents as well as to Ofsted inspectors.
All in house complaints will be dealt with within 28 days.


Making a complaint


Stage 1

  • Any parent who has a concern about any aspect of the nursery shares the concern with the nursery manager. 
  • Most complaints should be resolved amicably and informally at this stage.


Stage 2

  • If this does not have a satisfactory outcome, or if the problem recurs, the parent moves to this stage of the procedure by putting the concerns or complaint in writing to the nursery Manager or the Director. A “complaints record” form is available for all parents to access.
  • The setting stores written complaints from parents in the child’s personal file. However, if the complaint involves a detailed investigation, the nursery Manager may wish to store all information relating to the investigation in a separate file designated for this complaint.
  • When the investigation into the complaint is completed, the Manager or Director meets with the parent to discuss the outcome.

 
Stage 3

  • If the parent is not satisfied with the outcome of the investigation, he or she requests a meeting with the manager and the Director. The parent should have a friend or partner present if required and the Manager should have the support of the Director.
  • 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 in the Complaints Summary Record.

 
Stage 4

  • If at the stage three meeting the parent and nursery 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.


Stage 5

  • When the mediator has concluded her/his investigations, a final meeting between the parent, the Manager and the Director 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.

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

  • Parents may approach Ofsted directly at any stage of this complaints procedure. In addition, where there seems to be a possible breach of the nursery’s registration requirements, it is essential to involve Ofsted as the registering and inspection body with a duty to ensure the Welfare Requirements of the Early Years Foundation Stage are adhered to.
  • These details are displayed on the nursery notice board.
  • If a child appears to be at risk, our nursery follows the procedures of the Local Safeguarding Children Board in our local authority.
  • In these cases, both the parent and nursery are informed and the Manager 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 Summary Complaints Record which is available for parents and Ofsted inspectors on request.