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 of the parties involved.
Methods
To
achieve this, we operate the following complaints procedure.
Stage 1
·
Any
parent who is uneasy about an aspect of the pre-school's provision talks over,
first of all, his/her worries and anxieties with the pre-school leader.
Stage 2
·
If
this does not have a satisfactory outcome, or if the problem recurs, the parent
moves to Stage 2 of the procedure by putting the concerns or complaint in
writing to the pre-school leader.
·
Most
complaints should be able to be resolved informally at Stage1 or at Stage2.
Stage 3
·
The
parent requests a meeting with the pre-school leader. Both the parent and the
leader should have a friend or partner present if required. An agreed written
record of the discussion is made. All of the parties present at the meeting
sign the record and receive a copy of it.
·
This
signed record signifies that the procedure has concluded.
Stage 4
·
If
at the Stage 3 meeting the parent and 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 to define the problem, review the action so far and suggest
further ways in which it might be resolved.
·
Staff
or volunteers within the Pre-school Learning Alliance are appropriate persons to
be invited to act as mediators.
·
The
mediator keeps all discussion confidential. S/he can hold separate meetings
with the pre-school personnel (pre-school leader and staff) and the parent, if
this is decided to be helpful. The mediator keeps an agreed written record of
any meetings that are held and of any advice s/he gives.
Stage 5
·
When
the mediator has concluded her/his investigations, a final meeting between the
parent, the pre-school leader and the staff is held. The purpose of this
meeting is to reach a decision on the action to be taken to deal with the
complaint. The mediator's advice is used to reach this conclusion. The mediator
is present at the meeting if all parties think this will help a decision to be
reached.
·
A
record of this meeting, including the decision on the action to be taken, is
made. Everyone present at the meeting
signs the record and receives a copy of it.
This signed record signifies that the procedure has concluded.
The role of the Office for Standards in Education, Early Years Directorate (Ofsted) and the Area Child Protection Committee.
Parents
may approach Ofsted directly at any stage of this complaints procedure. In
addition, where there seems to be a possible breach of our registration
requirements, it is essential to involve Ofsted as the registering and
inspection body with a duty to ensure the National Standards for Day Care are
adhered to.
The
telephone number of Ofsted 0300 123 1231 or, enquiries@ofsted.gov.uk
These
details are displayed on our pre-school's notice board.
If a
child appears to be at risk, our pre-school follows the procedures of the Area
Child Protection Committee in our local authority. Following the guidance of
“Your Role & Responsibility in Child Protection/Safeguarding Children”
Edition 5. In these cases, both the parent and pre-school
are informed and the pre-school leader works with Ofsted or the Access Centre
to ensure a proper investigation of the complaint followed by appropriate
action.
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.
This
policy was originally adopted at a meeting of Winyates Playgroup
Pre-school
19/05/11
Held on
(date)
Julie Skipp
Signed
on behalf of the pre-school