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Complaints Procedure

Our pre-school 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 pre-school and will give prompt and serious attention to any concerns about the running of the pre-school. 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 pre-school to a satisfactory conclusion for all parties involved.

To achieve this, we operate the following complaints procedure. Back to top

How to Complain

Stage 1 Any parent who is uneasy about any aspect of the pre-school talks over , first of all, their worries and anxieties with the supervisor.

Stage 2 If this does not have a satisfactory outcome, or the problem recurs, the parent puts their concerns or complaints in writing both to the supervisor and the chair of the committee.

Stage 3 The parent requests a meeting with the supervisor and chair. Both the parent and the supervisor should have another person present if required. An agreed written record of the discussion is made. All of the parties present sign the record and receive a copy of it. This signed record signifies that the procedure has concluded.

Stage 4 If at the meeting the parent and the pre-school 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 define the problem, review the action so far and suggest further ways in which it might be resolved.

Staff or volunteers within the Early years team are appropriate persons to be invited to act as mediators. The mediator keeps all discussions confidential.

Parents may approach Ofsted directly at any stage of the complaints procedure. IN addition, where there seems to be a possible breach of Ofsted?s registration requirements, it is essential to involve Ofsted.

The address and telephone number of our Ofsted regional centre are:
OFSTED, Regional Centre, 1st & 2nd Floors, Dukes Court, Dukes Street, Woking GU21 5EP. 01483 702710 Back to top

Records

A record of complaints against our pre-school and/or the children and/or the adults working in our pre-school is kept, including the date, the circumstances of the complaint and how the complaint was managed. Back to top