Compliments and Complaints Policy

CleverClogs Nursery and Pre-school

Policy Statement

Our setting 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 our setting and will give prompt and serious attention to any concern 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. 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 setting to a satisfactory conclusion for all of the parties involved. Our Complaints Policy is issued to all families as part of the registration process and is available in the foyer.

Where parents/carers are not satisfied that their child is receiving the free entitlement in the correct way (as set out in this funding agreement and in Early Education and Childcare Statutory guidance for local authorities), a complaint can be submitted directly to the nursery manager or owners.

Procedures

All settings are required to keep a ‘summary log’ of all complaints that reach stages two or beyond. This is to be made available to parents as well as to Ofsted inspectors. All complaints are investigated within 28 days of having received the complaint and all are formally recorded.

Making a complaint

Stage 1

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 / Owner.
For parents who are not comfortable with making written complaints, a form may be completed with the Nursery Manager and signed by the parent.
The setting stores written complaints from parents in a separate file designated for compliments and complaints.
When the investigation into the complaint is completed, the Nursery Manager will either meet with the parent to discuss the outcome or responds in writing to the parent within 28 days of having received the complaint.
When the complaint is resolved at this stage, the summative points are logged in the compliments and complaints file along with all letters from both parties.

Stage 3

If the parent is not satisfied with the outcome of the investigation, he or she requests a meeting with the Nursery Manager / Owner. The parent should have a friend or partner present if required and the Nursery Manager and Owner should both be present.
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.
The signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summative points are logged in the compliments and complaints file along with any previous letters or forms.

Stage 4

If at the stage three meeting the parent and setting cannot reach agreement, an external mediator is invited to help 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. S/he can hold separate meetings with the Nursery Manager / Owner 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 Nursery Manager and the Owner is held. The purpose of this meeting is to reach a decision on the action to be held 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. The 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 settings 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 with regards to a complaint is: 03001 234666.
These details are displayed on our setting notice board.
If a child appears to be at risk, our setting follows the procedures of the Local Safeguarding Children’s Board in our local authority.
In these cases, both parent’s and setting are informed and the Nursery Manager or Owner works with Ofsted or the Local Safeguarding Children’s Board to ensure a proper investigation of the complaint, followed by appropriate action.