Bear Necessities, The Field Barn, Weston Park Farm, Weston on the Green, Bicester, Oxfordshire, OX25 3QE
PARENTS and VISITORS:
What if you have a concern?
If you feel you have a grievance with a member of staff or any aspect of the nursery, please inform the Nursery Manager or Lead Practitioner of the room as soon as possible as most concerns can be resolved at this time. If the situation is not dealt with satisfactorily the Nursery Manager/Member of the Management Team will be available for you to talk through your concerns. If you feel it is a very serious matter regarding an incident within the nursery or regarding a member of staff, and wish to make a complaint then you must put the incident and your concerns in writing and address it to the Nursery Manager.
Only concerns and complaints raised using the appropriate procedures above will be dealt with by the Lead Practitioner of the room or Nursery Management. Please note any concerns or complaints raised indirectly through a second party or through social networking sites may not be classed as a serious concern or complaint. This may result in management dealing with the concern/complaint in a different manner to that expected by yourselves as they may not have been made fully aware of the issue.
All complaints are taken seriously and will be fully investigated.
What will Bear Necessities Nursery do next?
Following a formal complaint, the parents/visitor will be informed of the outcome of the investigation in writing within 28 days of receiving the complaint, including any actions the setting may have taken or intend to take as a result of their findings.
Bear Necessities will keep all records of complaints and their outcomes on the premises for over 3 years.
What should I do if I am not satisfied with Bear Necessities response?
If you feel your complaint hasn’t been dealt with adequately and you would like to discuss your issues further please contact Ofsted at:
Telephone: 0300 123 1231, Fax 0300 123 3159 or you can make a complaint in writing to:
You will need to provide a copy of your initial written complaint, an account of the findings given by the setting, any action taken or that is proposed to be taken by the provider and the reasons why you are not satisfied with the settings response.
[For more information please see the Ofsted Factsheet 080120 – Concerns and Complaints about Childcare Providers. Available at:
http://www.ofsted.gov.uk/resources/factsheet-childcare-concerns-and-complaints-about-childcare-providers ]
If you think a child within the setting may be at risk of abuse or neglect, you should report you concerns immediately to Ofsted on the telephone number above. You should also inform the local authority child protection team. You can get telephone details from your local telephone directory.
STAFF:
If a member of staff feels they are being treated in an unreasonable manner or being abused verbally by a parent or a member of staff, they must inform the Nursery Manager/or member of the Management Team. If they want to make a formal complaint regarding a parent, another member of staff or an incident within the setting, they must put it in writing addressed to the Nursery Manager explaining the incident. This will then be dealt with/investigated in an appropriate manner.
In the event of the complaint being about the management or proprietors, the member of staff is to make a formal complaint to Ofsted on the above details.
For more information, please see www.ofsted.gov.uk/
Bear Necessities/My Big Boots Ltd Policies and Procedures
Complaints 06.03.13