COMPLAINTS PROCEDURE POLICY

We believe children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. Our intention is to
work in partnership with parents and the community generally and we welcome suggestions on how to improve our group at any time. We
anticipate that most concerns can be resolved quickly by an informal approach to the appropriate member of staff. If this does not receive
the desired result, the following procedures should be used.

How to Complain
Stage 1
 A parent who is uneasy about any aspect of the group’s provision should first of all talk over any worries and anxieties with the
Pre-School Manager or Deputy.
 Most concerns should be resolved amicably and informally at this stage.
Stage 2
 If this does not have a satisfactory outcome or if the problem recurs, the parent moves to stage 2 by putting the concerns or
complaint in writing to the Pre-School Manager. If the complaint is about the Pre-School Manager the written complaint should
be made to the Pre-school Deputy.
 The Pre-School Manager/Deputy as appropriate will investigate the written complaint. Parents will be informed of the findings
and any action taken as a result, in writing, within 28 days.
 The setting will store complaints in a separate file and the outcome will be recorded in a Complaints Summary record as required
by OFSTED.
 All complaints are retained for at least 3 years, are anonymous and are available for parents and OFSTED to view on request.
Stage 3
 If the parent is not satisfied with the outcome of the investigation he/she should request a meeting with the Pre-School
Manager/Deputy.
 Both parents and the Manager should have a friend or partner present if required and an agreed written record of the discussion
should be made.
 All parties present should sign the record and receive a copy of it.
Stage 4
 If the matter remains unresolved to the satisfaction of the parents they should again contact the Pre-School Manager and an
external mediator is invited to help to settle the complaint.
 This person should be acceptable to both parties, to listen to both sides and offer advice. A mediator has no legal powers but can
help to define the problem, review the action taken so far and suggest further ways in which the problem may be resolved.
 The mediator will keep all discussion confidential. The mediator will meet with the group if requested and will keep an agreed
written record of meetings that are held and of any advice that has been given.
Stage 5
 When the mediator has concluded his/her investigations, a final meeting will be held between the parents and the Pre-School
Manager. The mediator’s advice is used to reach conclusion and he/she can be present at this meeting.
 The involvement of a mediator represents the final stage of our complaints procedure.
 A record of this meeting, including the decision and the action to be taken, is made. Everyone present at the meeting will sign it
and receive a copy.
 This signed record signifies that the procedure has concluded.

The Role of the Registering Authority (OFSTED)

 Parents may approach OFSTED directly at any stage of a complaints procedure.

 In addition, where there seems to be a possible breach of the settings registration requirements, it is essential to involve OFSTED
as the registering and inspection body with a duty to ensure the Welfare Requirements of the Early Years Foundation Stage are
adhered to. Letters should be addressed to OFTSED, Piccadilly Gate. Store Street Manchester. M1 2WD – telephone
03001231231.

 If a child appears to be at risk we will follow the procedures of the Local Safeguarding Children Board and both parent and setting
are informed. The Pre-School Manager will work with OFSTED or the Local Safeguarding Children Board to ensure a proper
investigation of the complaint, followed by appropriate action.

 The Information Commissioners Office (ICO) can be contacted if you have a complaint about the way your data is being handled
and remain dissatisfied after raising your concerns with us. See our Privacy Notice for further information about how we handle
your data. The ICO can be contacted at Information Commissioners Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9
5AS or ico.org.uk
Records

 We keep a record of complaints including the date, circumstances and how the complaint was managed which is available to
parents and OFSTED Inspectors upon request. These records are kept for at least 3 years.

 The outcome of all complaints is recorded in our Complaints Investigation Record, which is available for parents and OFSTED
Inspectors to view on request.

Scout Hall Preschool Ltd Policy & Procedures – reviewed 21/07/2022