Complaint Policy statement Our 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 our Nursery and will give prompt, 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 our setting to a satisfactory conclusion for all of the parties involved within 28 days Procedures All settings are required to keep a log of all complaints that reach stage two or beyond. This is to be made available to parents as well as to Ofsted inspectors If you should need to make a complaint Stage 1 • Any parents who has a concern about an aspect of the Nursery provision speaks first of all to the Manager. • Most complaints should be resolved amicably and informally at this stage 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 complain in writing to the Manager and Directors • For parents who are not comfortable with making written complaints the Manager will assist and get the parent to sign it. • The Nursery will file complaints from the parents in the child’s file. However, if the complaint involves detailed investigation, the Manager will file away in a separate file • When the investigation into the complaint is completed, the Manager meets with the parent to discuss the outcome • When the complaint is resolved at this stage, the summative points are logged in the Complaints Summary Record Stage 3 • If the parent is not satisfied with the outcome of the investigation, he or she requests a meeting with the Manager and the Directors.. The parent should have a witness present if required • A written record of the discussion is made as well as any action or decision. All the parties present at the meeting sign the record and receive a copy of it • The signed record signifies that the procedure has been concluded. When the complaint is resolved at this stage, the summative points are logged Stage 4 • If at the stage three meeting the parent 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 mediators keep all discussions confidential. She/he can hold separate meetings with the Nursery 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 she/he gives Stage 5 • When the mediator has concluded his/her investigations, a final meeting between the parent, the Manager and the Directors. 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 is 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 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 with regard to a complaint is – 03001231231 03001234666 • These details are displayed on our Nursery’s notice board • If a child appears to be a risk, our Nursery follows the procedures of the Local Safeguarding Children Board in our Local Authority • In these cases, both the parent and Nursery are informed and the Manager works with Ofsted or the Local Safeguarding Children Board to ensure a proper investigation of the complaint, followed by appropriate action • All complaints will be dealt with within 28 days Records • A record of complaints against our Nursery and/or the children and/or the adults working in our Nursery, would be kept, including the date, circumstances of the complaint and how the complaint was managed. The outcome would be recorded and available for parents and Ofsted inspectors on request