Complaints

If the parent/carer feels unable or unwilling to raise the matter in this way, they can approach either:

a.         A committee member on the management committee or

b.         the chair or other officers of the management group or

c.         contact Ofsted on 08456 404040

OFSTED

Royal Exchange Buildings
St Ann's Square
Manchester
M2 7LA

In the first instance every effort will be made to resolve any matters within the setting of the Cottage

If a parent makes a formal complaint  in writing or by e-mail, and the complaint relates to one or more of the National Standards, it is now a mandatory requirement for the group to investigate the complaint, take any necessary action and the outcome of the findings be provided to the parent within 28 days.

Complaints record:

The group must make a written record of the complaint/s, any action taken and outcome and provide a summary on request to any parent and Ofsted. Records must be retained for 10 years from the date on which the record was made. 

Complaints records should include information on:

·the national standard(s) to which the complaint relates

·the nature of the complaint

·how you dealt with the complaint

·any actions you have taken or propose to take as a result of your findings

·whether the parent has been provided with an account of the findings, and any action taken, within 28 days of the date on which the complaint was made.

NB there is a copy of a suggested format for a complaints record and guidance on its completion included as an Annex in Day Care and Childminding : Guidance to the National Standards, revisions to certain criteria October 2005

Complaints Procedure:

a.         A matter relating to an individual child should be discussed between the parent/carer and the Team Leader.

b.         Should the matter not be resolved, the issue will be brought to the attention of the

Management Committee who will meet with all parties involved.

c.     If the matter raised concerns a general or policy issue, again it should first be raised with the Team Leader of the Nursery, who will report it to the Management Committee for consideration.

d.     Should an approach on general or policy matters be made via a committee member or Officers it will be reported to all the Management Committee for consideration.

e.    Should the matter remain unresolved following the above procedures it should be referred to a specially convened panel consisting of a member of the Management Committee, the Team Leader, and an independent expert (e.g. a representative of the Dorset Sure Start Unit if appropriate). The complaint should be submitted in writing to the panel and the person who has complained should be given the opportunity to address the panel with any additional information. The panel may also require others to submit written information for consideration.

The group must share an account of the findings of the investigation and any action, if any, that has been taken or intended to be taken as a result of the investigations with parents at the setting. This must be done within 28 days from the date the complaint was made. This can be achieved by sharing the complaint record, ensuring confidentiality is maintained.

If the parent who made the complaint requests more details then a separate letter giving more details should be sent to that parent.