Complaints Procedure

We aim to offer a welcome to each, individual child and their family and provide a high quality, safe, stimulating and consistent provision.

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 we welcome suggestions on how to improve our group at any time

Making Concerns known

A parent who is uneasy about any aspect of the nursery’s provision, should firstly talk over any worries and anxieties with the nursery manager.

If this does not have a satisfactory outcome, or if the problem recurs, the parent should put the concerns or complaint in writing or an email, and request a meeting with the nursery manager and the registered person (Currently the Parish Committee Representative ). The complaint will then be investigated and an account of the findings and any actions taken will be given to the parents/carers within 28 days of the meeting+

Most complaints should be resolved informally or at this initial stage.

If the matter is still not resolved to the parent’s satisfaction, the parent should again contact the Parish Committee Representative. If parent and group cannot reach agreement, it might be helpful to invite an external mediator, one who is acceptable to both parties, to listen to both sides and offer advice. A mediator has no legal powers but can help to help clarify the situation.

The mediator will keep all discussion confidential. S/he will meet with the group if requested and will keep an agreed written record of any meetings that are held and of any advice s/he has given. The involvement of a mediator represents the final stage in the complaints procedure.

Any parent can, at any time, make a complaint to Ofsted about any aspect of registered childcare provision. Ofsted will consider and look into all complaints received.

Ofsted – www.ofsted.gov.uk Tel- 0300 123 1231

Piccadilly Gate, Store Street, Manchester, M1 2WD

Advisory, Conciliation and Arbitration Service (ACAS)  www.acas.org.uk

The Acas Helpline number is 0300 123 1100.

We believe that most complaints are made constructively and can be resolved at an early stage. We also believe that it is in the best interests of the nursery and parents that complaints should be taken seriously and dealt with fairly and in a way that respects confidentiality.

This policy was adopted on: March 1997
Updated/reviewed: August 2018
Managers: J Nolan-Davies