Complaints Procedures

We believe children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes concerning education and care at Harrietsham pre-school. Our policy is to work in partnership with parents and we welcome suggestions about how to improve our group at any time. Generally, if parents have a concern, this can be quickly resolved by talking with a member of staff e.g. Key Worker or Supervisor. If the concern continues, we have a set of procedures for resolving issues together, as follows:

Aim

We aim to bring all concerns about the running of our pre-school to a satisfactory conclusion for all of the parties involved.

Methods

How to raise concerns:

• Parent raises concern with member of staff e.g. through:
- contact book
- in person

and they are encouraged to make an appointment to discuss issues
with Key Worker, Supervisor, or named persons if applicable.

• If the concern continues, parents are advised to write to Supervisor and copy to Chair of Committee, with the aim of resolving the problem.

• A more formal meeting can be arranged should the issue still not be resolved. A meeting should then be arranged to discuss it, to include:
- the Supervisor and their nominated person
- the parent and their nominated person
- and the Chair

Minutes should be taken, agreed and signed.

• Involvement of PLA representative – e.g. Harrietsham Pre-School Development Worker would be invited to act as mediator, to offer advice, meet with both parties individually. Meetings will be minuted and kept confidential, and will lead to a final meeting of all parties if still required.

At any of these stages, parents may contact Ofsted about their concerns. In addition where there seems to be a possible breach of our registration requirements, it is essential to include Ofsted as the registering and inspection body with a duty to ensure the National Standards for sessional care are adhered to.

Contact Ofsted at: Ofsted
Dukes Court
Dukes Street
Woking
GU21 5EP
Quote registration No: 127226
Complaints Tel: 0845 601 4771
General: 01483 702636

These details are displayed on the notice board in the lobby area.

If the child appears to be at risk, we follow procedures of the Social Services in our local authority. Complaints related to Child Protection will quickly involve Social Services and Ofsted, to ensure a fast track investigation of the complaint.

Records of complaints against any parties within pre-school will be kept in pre-school, together with minutes and relevant paperwork.