Complaints Policy
I aim to provide a safe, caring, inclusive and high-quality environment in which every child can learn, develop and thrive. I value positive relationships with parents and carers and recognise that parents have an important role in helping my service to continually improve. I welcome comments, suggestions, compliments and complaints.
I will listen to concerns respectfully, investigate complaints fairly and take appropriate action where necessary.
Parents are encouraged to raise concerns as soon as possible. Many concerns can be resolved quickly through an open and respectful conversation. Parents may raise a concern: verbally, by telephone, by email, in writing, or during a mutually agreed meeting. I will listen carefully and seek to understand the concern before deciding what action is appropriate. I will: listen to the concern, clarify what has happened, consider the information provided, explain the setting’s position, agree appropriate action where possible, and follow up the matter if necessary. An informal concern may still be recorded where it is significant, repeated or relates to a child’s welfare, safety or the EYFS.
Complaints will be handled sensitively and confidentially. Information will only be shared with people who need it to investigate the complaint or where there is a legal or safeguarding requirement to share it. Confidentiality will never prevent information being shared when necessary to protect a child. Parents should understand that the nature of some complaints, particularly safeguarding complaints, may limit the information that can be disclosed about another individual.
A parent or carer may make a formal complaint in writing if they remain dissatisfied or if the nature of the concern requires formal investigation.
A written complaint should include, where possible: the complainant’s name, contact details, the child’s name, details of the complaint, dates or times relevant to the complaint, any relevant evidence, the outcome the complainant is seeking.
Written complaints relating to the fulfilment of the EYFS requirements will be acknowledged as soon as reasonably practicable. I will confirm that the complaint will be investigated and will explain the expected timescale. Complaints will be handled fairly and objectively. The investigation may include: reviewing relevant records, checking policies and procedures, reviewing correspondence, speaking to the parent or carer, speaking to other relevant people, considering observations or other evidence, reviewing relevant EYFS requirements.
I will avoid making assumptions and will consider all relevant information before reaching a conclusion.
It is a condition of my registration to investigate all written complaints relating to the requirements of the Early Years Foundation Stage. I will notify the complainant of the outcome within 28 days of the receipt of the complaint.
I will keep a written record of all complaints and their outcome for the duration of an Ofsted inspection cycle which is currently every 3 years.
I will maintain confidentiality, but will provide Ofsted, on request, with a written record of all complaints within a specified period and the action taken as a result of each complaint.
I will record the following information:
The name of the person making the complaint. The Early Years Foundation Stage requirement(s) to which the complaint relates. The nature of the complaint. Any action taken in response to the complaint. The outcome of the investigation (for example, ways the service has improved). Details of the information and findings that were given to the person making the complaint, including any action taken.
If as a result of a complaint, I have an Ofsted inspection, I will notify all parents that I am due the inspection. After the inspection I will provide a copy of the report to the parents of all regularly attending children.
As well as informing Ofsted of any complaints made against me or my provision relating to the EYFS, it is a requirement that I contact my insurer Royal & Sun Alliance plc. (Public liability insurance policy number RTT161353) and my BCP EY Quality Development Officer who supports me. Currently the numbers: Julie Welch 07779880739/01202 127781.
If the complaint cannot be resolved or if the complaint is of a serious nature and you feel you cannot discuss it with me, you should contact Ofsted on 0300 123 4666 or email at enquiries@ofsted.gov.uk
