Complaints Procedure

Statement of intent

Sticky Mits believes that children and parents are entitied to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our setting and will give prompt and serious attention to any concerns about the running of the setting. We anticipate that most concerns will be resolved quickly by 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.

Aim

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

Methods

To achieve this, we operate the following complaints procedure. All settings are required to keep a ‘summary log’ of all complaints that reach stage 2 or beyond. This is to be made available to parents as well as to Ofsted inspectors.

Making a complaint

Stage 1

• Any parent who has concern about an aspect of the setting’s provision talks over, first of all, his/her worries and anxieties with the manager.
• Most complaints 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 of the procedure by putting the concerns or complaints in writing to the setting manager and the owner.
• For parents who are not comfortable with making written complaints, there is a form which maybe completed by the manager and signed by the parent.
• The setting stores written complaints from parents in the child’s personal file. However if the complaint involves a detailed investigation the manager will store it in a separate file designated for this complaint.
• When the investigation into the complaint is completed, the manager meets with the parent to discuss the out come.

Stage 3

• If the parent is not satisfied with the outcome of the investigation, he or she may request a meeting with the manager and the owner. The parent should have a friend or partner present if required and the manager should have the support of the owner.
• An agreed written record of the discussion is made as well as any decision or action to take as a result. All of the parties present at the meeting sign the record and receive a copy of it.
• The signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summative points are logged in the Complains Summary Record.

Stage 4

• If at the stage 3 meeting the parent and setting cannot reach agreement, an external mediator is invited to help 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.
• The mediator keeps all discussions confidential s/he can hold separate meetings with the setting personnel (setting manager and owner) 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 given.

Stage 5

• When the mediator has concluded her/his investigation, a final meeting between parent, the manager and the owner 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 the conclusion. The mediator is present at the meeting of all parties if all parties think this will help a decision to be reached.
• A record of this meeting, including the decision on the action t 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 Safeguarding children Committee.

• Parents may approach Ofsted directly at any stage of the 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 registration and inspection body with a duty to ensure the National Standards for Day Care are heard to.
• The address and telephone number of our Ofsted regional centre are
      Freshford House
      Bristol
      0845 640 40 40
• These details are displayed on our setting's notice board.
• If a child appears to be at risk, our setting follows the procedures of Area Safeguarding Children Committee in our local authority.
• In these cases, both parent and setting are informed and the setting leader works with Ofsted or the Area Safeguarding Children Committee to ensure a proper investigation of the complaint, followed by appropriate action.

Records

• A record of complaints against our setting and/or the children and/or the adults working in our setting is kept, including the date, the circumstances of the complaint and how the complaint is managed.
• The outcome of all complaints is recorded in the Complaints Summary Record which is available for parents and Ofsted inspectors on request.