COMMENTS & COMPLAINTS POLICY AND PROCEDURES
Our pre-school aims to provide a safe, stimulating and caring environment where children and their families feel welcome and valued. We believe in working together with parents to ensure their child’s needs are identified and met. We welcome comments from parents about our provision and recognise that parents are the prime educators of their child and that their comments whether positive or negative about our pre-school are made with the child’s best interests at heart. We encourage the sharing of information between home and pre-school and through newsletters, our facebook page, parent's evenings and your child’s ‘learning journal’. We send out regular emails so please let us know if you don’t receive these as they are our main method of keeping parents informed. Parents have frequent opportunities to comment on their child’s progress and any concerns they may have. We send out regular questionnaires to gain opinions and suggestions from parents.
Parents wishing to make concerns known to the pre-school may talk to the Managers (Hollie or Maria) or their child’s key person. Most concerns can be talked through and sorted out this way quickly and effectively. We aim to resolve any problems or concerns as quickly as possible recognising the anxieties that parents may have. Parents may wish to put their concern in writing to record their concern more formally and in this instance the pre-school will reply in writing to the parent/carer.
If problems are more complex or difficult to resolve we may suggest that we involve outside agencies such as an Early Years Advisor to act as mediator. Parents can also receive advice or make a complaint to OFSTED who may need to be involved if a concern about the requirements set out in the EYFS Statutory Guidance are not being met. A full investigation would be made followed by appropriate action. All written complaints and the outcome of the investigation will be dealt with within 28 days of receiving the complaint and complaints will be made available for Ofsted. Records of complaints are kept on file for at least 3 years and are shown to OFSTED at their request. Any outside agency other than OFSTED wishing to access either our complaints record or a child’s developmental record must do so in writing according to the Data Protection Rules when disclosing records that refer to a third party. Everyone involved with any decision and outcome of the complaint will be expected to treat all information as confidential and will not discuss the situation with anyone else.
OFSTED Complaints & Enforcement 0300 123 1231
THE NATIONAL BUSINESS UNIT
General information about Ofsted’s role as the regulator of childcare can be found at www.ofsted.gov.uk/parents