Policy Statement
Ladybird Pre-School Nursery 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 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 the Nursery to a satisfactory conclusion for all the parties involved.
Our Complaints Policy is issued to all families as part of the registration process. It is also available on our website, or a hard copy can be requested.
Procedures
A ‘summary log’ of all complaints that reach stage two or beyond (see below) are kept in the Nursery office. This will be made available to parents/carers as well as to Ofsted inspectors.
Making a Complaint
Stage 1
- Any parent/carer who has a concern about an aspect of the Nursery’s provision talks over, first, his/her concerns with the Nursery Manager.
- If the complaint is against the Nursery Manager, then the parent/carer who has a concern should contact the Trustee Chairperson.
- Most complaints should be resolved amicably and informally at this stage.
Stage 2
- If Stage 1 does not have a satisfactory outcome, or if the problem recurs, the parent/carer moves to this stage of the procedure by putting the concerns or complaint in writing to the Nursery Manager and Chair of the Trustees.
- The Nursery stores written complaints from parents/carers in the compliments and complaints 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 Nursery Manager meets with the parent/carer to discuss the outcome.
- Parents/carers 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
- If the parent/carer is not satisfied with the outcome of the investigation, they request a meeting with the Nursery Manager and the Chair of the Trustees. The parent/carer should have a friend or partner present if required and the Nursery Manager should have the support of the Chair of the Trustees, or a member of the Trustees present.
- An agreed written record of the discussion is made as well as any decision or action to take as a result. All 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 3 meeting the parent/carer 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.
- The mediator keeps all discussions confidential. He/she can hold separate meetings with the Nursery personnel (Nursery Manager and Chair of the Trustees) and the parent/carer, if this is decided to be helpful. The mediator keeps an agreed written record of any meetings that are held and of any advice he/she gives.
Stage 5
- When the mediator has concluded his/her investigations, a final meeting between the parent/carer, the Nursery Manager and the Chair of the Trustees 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, Children’s Services and Skills (Ofsted) and the Local Safeguarding Children Board
- Parents/carers may approach Ofsted directly at any stage of this complaint’s 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.
- The number to call Ofsted regarding a complaint is: 0300 123 1231. These details are displayed on our notice board outside the nursery main entrance.
- If a child appears to be at risk, the Nursery follows the procedures of the Local Safeguarding Children Board in Norfolk County Council.
- In these cases, both the parent/carer and Nursery are informed, and the Nursery Manager works with Ofsted and the Local Safeguarding Children Board to ensure a proper investigation of the complaint, followed by appropriate action.
Records
- A record of complaints against the Nursery and/or the children and/or the staff working in the Nursery 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 Ofsted inspectors on request.
Funding Entitlement
Where parents/carers are not satisfied that their child is receiving the free entitlement in the correct way (as set out in the funding agreement and in Early Education and Childcare Statutory guidance for local authorities), a complaint can be submitted directly to the Nursery Manager, or the complaints procedure listed above can be followed.
