Complaints Procedure

At Fordcombe Preschool we aim to provide the highest quality of education and care for all our children. We seek to offer a welcome to every child and their family and to provide a warm and caring environment within which all children can learn and develop as they play.

We believe that children and their families are entitled to expect courtesy and prompt, careful attention to their needs and wishes. Our intention is to work with our families and the community in general and we welcome any suggestions that they may have.

We keep a ‘summary log’ of all complaints that reach stage two or beyond. This is made available to parents as well as Ofsted inspectors.

Making a complaint

Stage 1

Any parent who has a concern about an aspect of the settings provision talks over, first of all, his/her concerns with the setting leader.
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 complaint in writing to the setting manager. Legally the setting have 28 days to notify and respond to the written complaint.
When the investigation into the complaint is completed, the setting manager meets with the parent to discuss the outcome.
When the complaint is resolved at this stage, the summative outcome is 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 setting manager. The parent should have a friend or partner present if required and the manager should have the support of the director 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 record is logged in the complaint Summary record.

Stage 4

If at the stage three meeting the parent and setting cannot reach agreement, an external mediator is invited to help to settle the complaint. This person should be acceptable to both parties, listens to both sides and offer advice.
The mediator keeps all discussions confidential. She/he can hold separate meetings with the settings personnel (setting manager and director) 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 he/she gives.

Stage 5

When the mediator has concluded his/her investigations, a final meeting between the parent, the setting manager and director is held. The purpose of this meeting is to reach a decision on the action to taken to deal with the complaint. The mediator’s advice is used to reach this conclusion.
A record of the 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. This signed record signifies that the procedure has concluded.

The role of 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 setting’s registration requirements, it is essential to involve Ofsted as the registering and inspection body with the 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:

0300 123 1231

These details are displayed on our settings 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 the parent and setting are informed and the setting manager works with Ofsted or the Local Safeguarding Children’s Board. To ensure a proper investigation of the complaint, followed by appropriate action.

Records

A record of complaints against our setting and /or the children and /or the adults working in our setting is kept, including the date, the circumstances of the complaint and how the complaint was managed.
The outcome of all complaints is recorded in the Summary Complaints Records which is available for parents and Ofsted inspectors on request.