Wehaveaformalprocedure Fordealingwithcomplaints Wherewearenotableto Resolveaconcern

8.complaintsandcompliments

EYFS:3.74,3.75

AtTiddlywinks Day Nurserywebelievethatparentsareentitledtoexpectcourtesy and prompt,carefulattentiontotheirindividualneedsandwishes. Wehopethatatall timesparentsarehappywiththeserviceprovidedandweencourageparentsto voicetheirappreciationtothestaffconcerned.

Werecordallcomplimentsandsharethesewithstaff.

Wewelcomeanysuggestionsfromparentsonhowwecanimproveourservices, andwillgivepromptandseriousattentiontoanyconcerns thatparents mayhave. Anyconcernswillbe dealtwith professionallyandpromptlytoensurethatanyissues arisingfromthemarehandledeffectively andtoensurethewelfareofallchildren, enableongoingcooperativepartnershipwithparentsandtocontinually improvethe qualityofthenursery.

Wehaveaformalprocedure fordealingwithcomplaints wherewearenotableto resolveaconcern. Whereanyconcernorcomplaintrelatestochildprotection,we followourSafeguarding and ChildProtectionPolicy.

Internalcomplaintsprocedure

Stage1

Ifanyparentshouldhavecauseforconcernoranyqueriesregardingthecareor earlylearningprovidedbythe nursery,theyshouldinthefirstinstancetakeitupwith thechild'skeypersonoraseniormemberofstaff/roomleader.

Stage2

Iftheissueremainsunresolvedorparents feeltheyhavereceivedanunsatisfactory outcome,thentheymustpresenttheirconcernsinwritingasaformalcomplaintto thenurserymanager.Themanagerwilltheninvestigatethecomplaintandreport backtotheparentwithin10 working days. Themanagerwilldocumentthecomplaintfullyandtheactionstakeninrelation to it inthecomplaintslogbook.

(Mostcomplaintsare usuallyresolvedinformallyatstage1 or2.)

Stage3

Ifthematterisstillnotresolved, thenurserywillholdaformal meeting betweenthe manager, parentandtheseniorstaffmember toensurethatitisdealtwith comprehensively.Thenurserywillmakearecordofthemeetinganddocumentany actions.Allpartiespresentatthemeetingwillreviewtheaccuracyoftherecord, and be askedtosign toagreeitand receiveacopy.This willsignifytheconclusionofthe procedure.

Stage4

Ifthemattercannotberesolvedtotheirsatisfaction, thenparents havetherightto raisethematterwithOfsted.ParentsaremadeawarethattheycancontactOfstedat anytimetheyhaveaconcern, including atallstagesofthecomplaints procedure, and are given information on how to contact Ofsted. Ofsted is the registering authorityfornurseriesinEnglandandinvestigates allcomplaints thatsuggesta providermaynotbemeetingtherequirementsofthenursery’sregistration.Itrisk assessesallcomplaintsmadeand may visitthenurserytocarry outafullinspection whereit believesrequirementsarenotmet.

A recordofcomplaintswillbekeptin the nursery.Therecordwillincludethe nameof thecomplainant, thenatureofthecomplaint,dateandtimecomplaintreceived, action(s)taken,resultofanyinvestigations andanyinformationgiventothe complainantincludinga datedresponse.

Parentswillbeabletoaccessthisrecordiftheywishto,however,allpersonal detailsrelatingtoanycomplaintwillbestoredconfidentially andwillbeonly accessiblebythepartiesinvolved.Ofstedinspectorswillhaveaccesstothisrecord at anytimeduringvisitsto ensureactionshavebeenmetappropriately.

ContactdetailsforOfsted:

Email:

Telephone:03001231231

Bypost:

Ofsted PiccadillyGate StoreStreet Manchester

M12WD

Parents willalsobeinformedifthenurserybecomesawarethattheyaregoingtobe inspectedand afterinspectionthenurserywillprovideacopyofthereporttoparents and/orcarersofchildrenattendingonaregularbasis.

Thispolicywasadoptedon / Signedonbehalfofthenursery / Dateforreview