MAKING A COMPLAINT

Policy statement



Apple Tree Nursery believes that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve the nursery and will give prompt and serious attention to any concerns about the running of the nursery. Whilst we endeavour to provide high quality care and education to the children in our care we understand that things can, sometimes, go wrong. 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. By working in partnership with parents we aim to bring all concerns about the running of the nursery to a satisfactory conclusion for all the parties involved. We also welcome positive feedback from parents when things have gone well.

Procedures

All settings are required to keep a written record of any complaints that reach stage two and above, and their outcome. This is to be made available to parents, as well as OFSTED inspectors on request. 

Making a complaint

Stage 1

o   Any parent who has a concern about an aspect of the nursery’s provision talks over, first of all, his/her concerns with the manager.

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

o   Complaints that are resolved at this stage will be recorded in the child’s personal file. A central record is maintained of all complaints and concerns that enables the setting to review practice.

Stage 2

o   If this does not have a satisfactory outcome, or if the problem recurs, the parents moves to this stage of the procedure by putting the concerns or complaint in writing to the manager who will carry out an investigation. The manager will speak to parents to obtain details of their concerns as well as to relevant members of staff. She will aim to identify whether a breach of good practice has occurred, how this has happened and what needs to be done to avoid a repeat of the incident.

o   The nursery stores written complaints from parents in the child’s personal file. However, if the complaint involves a detailed investigation, the nursery will store all information relating to the investigation in a separate file designated for this complaint. Records of complaints are retained for at least three years.

o   When the investigation into the complaint is completed, the nursery manager meets the parents to discuss the outcome. The outcome will be provided in writing if this is requested by parents.

o   Parents must be informed of the outcome of the investigation within 28 days of making the complaint.

o   When the complaint is resolved at this stage, the summative points are logged in a central Complaint Record.

o   If the complainant is not confident in making a written complaint, alternatives will be explored.

o   The details of the complaint and of the outcome of the investigation will be recorded in a central complaints log. 

Stage 3

The role of the Office for Standards in Education, Children’s Services and Skills (OFSTED) and the Local Safeguarding Children’s Board

o   Parents may approach OFSTED directly at any stage of this complaints procedure. In addition, where there seems to be a 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 Safeguarding and Welfare Requirements of the Early Years Foundation Stage are adhered to.

o   The number to OFSTED with regard to a complaint is 0300 123 1231.

o   These details are displayed on the nursery’s notice board.

o   If OFSTED are unable to investigate the concern a parent may be re-directed to Birmingham’s Family Information Service who can be contacted on 0121 303 1888. Another point of contact is Childcare Link on 08002346346.

o   If a child appears to be at risk, our nursery follows the procedures of the Local Safeguarding Children Board. In these cases the complaint will be re-directed by OFSTED to the MASH team who can be contacted on 0121 303 1888. Please also see Safeguarding and Child Protection Policy.

o   In these cases, both the parent and the nursery are informed and the nursery owner works with OFSTED or the Local Safeguarding Children Board to ensure proper investigation of the complaint, followed by appropriate action.

Records

o   A record of complaints in relation to the nursery, or the children or adults working in the nursery, is kept; including the date, the circumstances of the complaint and how the complaint was managed.

o   The outcomes of all complaints is recorded in the central Complaint Record which is available for parents and OFSTED investigations on request.