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Complaints Procedure Policy
As a member of the Pre-School Learning
Alliance we aim to provide the highest quality education and care for
all our children. We aim to offer a welcome to each individual child
and family and to provide a warm and caring environment within which,
all children can learn and develop as they play.
We believe children and parents are entitled
to expect courtesy and prompt, careful attention to their needs and
wishes. Our intention is to work in partnership with parents and the
community generally and we welcome suggestions on how to improve our
Pre-school at any time. Any concerns expressed on the running of the
setting will be taken seriously and dealt with promptly. We will aim
for a satisfactory conclusion for all the parties involved.
If at any point you wish to document an
issue of complaint, we have a Complaints Log which can be obtained from
a senior member of staff. Confidentiality is ensured.
How to Complain:
A parent who is uneasy about any aspect
of the Pre-school's provision should first of all talk over any worries
and anxieties with the pre-school supervisor or chair of the committee.
If this does not have a satisfactory outcome
within a couple of weeks, or if the problem recurs, the parent should
put the concerns or complaint in writing and request a meeting with
the pre-school supervisor or the chair of the committee. Both parent
and the supervisor/chair should have a representative present and an
agreed written record of the discussion should be made and signed by
all present.
If at this meeting the two parties cannot
reach an agreement, an external mediator should be called in. The mediator
should be a person acceptable to both parties who will listen to both
sides and offer advice however they have no legal powers. They will
help define the problem, review actions taken so far and offer additional
ways to resolve the issue.
Should the mediator wish, they can hold
separate investigative meetings with the 2 parties but must keep a written
record of the discussion and any advice given.
A final meeting is then called between
the 2 parties to reach a decision on the action to be taken. The advice
given by the mediator is used to reach the conclusion. If required the
mediator can attend this final meeting. A written record is made of
the meeting, which is signed by all parties present and a copy is given
to them all.
Should you wish, at anytime during this
process, you can approach Ofsted directly. As it is Ofsted's duty to
ensure the National Standards for Day Care are adhered, they are notified
if the setting is in any breach of our registration requirements. The
number for Ofsted is 0845 601 4771
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