Complaints procedure
If you have a concern or complaint we would hope you would be able to come and talk to us quickly so we can alleviate your concerns or adapt our practices where necessary. We appreciate feedback, and you are the best people to give it to us.
Informal Process
If you have a concern that can be dealt with informally you should discuss this first on a confidential basis with your child’s key worker or the Deputy Nursery Manager Kim Sabin. They will work with you to clarify the issue, investigate it if necessary and from there to resolve the issue that you have raised and taking action where appropriate to correct the issue that you have identified. Alternatively you could talk to Kerry or Lucy both managers at little blossoms. We will aim to meet with you quickly and solve your concerns with you.
Formal Processes
Stage 1
• If you are not satisfied with the response from the informal stage or if you have a concern which is too serious to be raised at an informal level you should raise your concern in writing to the Manager (the manager can assist this with you).
• The Manager will meet with you to discuss your complaint and following this carry out an investigation into the issues that you have raised if this is applicable.
• The Manager will meet with you again if this is necessary and write back to you confirm the outcome of the formal complaint process. This will normally be within 28 days of the first meeting with you.
Stage 2
• If you are not satisfied with the response from the formal complaint process (stage 1 above) you should write confirming the reasons for your continued dissatisfaction to the Directors.
• The Director will investigate your complaint. Where it is appropriate to the investigation of the complaint, the investigating officer will meet with you to fully understand that the matters that you are raising.
• Following the completion of the investigation the manager will write back to you, confirming the outcome of their investigation. This will normally be within 28 day of the receipt of your complaint.
Documentation
• An agreed written record will be taken of the main discussions, an decision taken and /or agreed action(s) for all complaints within the formal stages, All of the parties present at the meeting should sign the record and receive a copy of it. The Nursery will maintain a copy of this confidentially and in line with all Data Protection Act requirements.
• This confidential record of complaints outcome of all formal complaints will be made available for Ofsted inspectors on their request.
• Where there are general learning points for the Nursery staff these will be provided in a way that does not refer back to the original complaint unless this has been specifically agreed with you as the complaint.
The role of the Office for Standards in Education, Early Years Directorate (Ofsted) and the Local Safeguarding Children Board
Parents may approach Ofsted directly at any stage of this complaints procedure. In addition, where there seems to be a possible breach of the Nursery’s 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.
The number to call Ofsted with regard to a complaint is: 0300 123 1231. These details are also displayed on the Parents Notice Board in the reception area.
If a child appears to be at risk, we will follow the procedures of the Local Safeguarding Children Board in our local authority as we are required to do. In these cases, both the parent and Nursery are informed and the Child Protection Officers Manager will work with Ofsted or the Local Safeguarding Children Board to ensure a proper investigation of the complaint, followed by appropriate action.
Informal Process
If you have a concern that can be dealt with informally you should discuss this first on a confidential basis with your child’s key worker or the Deputy Nursery Manager Kim Sabin. They will work with you to clarify the issue, investigate it if necessary and from there to resolve the issue that you have raised and taking action where appropriate to correct the issue that you have identified. Alternatively you could talk to Kerry or Lucy both managers at little blossoms. We will aim to meet with you quickly and solve your concerns with you.
Formal Processes
Stage 1
• If you are not satisfied with the response from the informal stage or if you have a concern which is too serious to be raised at an informal level you should raise your concern in writing to the Manager (the manager can assist this with you).
• The Manager will meet with you to discuss your complaint and following this carry out an investigation into the issues that you have raised if this is applicable.
• The Manager will meet with you again if this is necessary and write back to you confirm the outcome of the formal complaint process. This will normally be within 28 days of the first meeting with you.
Stage 2
• If you are not satisfied with the response from the formal complaint process (stage 1 above) you should write confirming the reasons for your continued dissatisfaction to the Directors.
• The Director will investigate your complaint. Where it is appropriate to the investigation of the complaint, the investigating officer will meet with you to fully understand that the matters that you are raising.
• Following the completion of the investigation the manager will write back to you, confirming the outcome of their investigation. This will normally be within 28 day of the receipt of your complaint.
Documentation
• An agreed written record will be taken of the main discussions, an decision taken and /or agreed action(s) for all complaints within the formal stages, All of the parties present at the meeting should sign the record and receive a copy of it. The Nursery will maintain a copy of this confidentially and in line with all Data Protection Act requirements.
• This confidential record of complaints outcome of all formal complaints will be made available for Ofsted inspectors on their request.
• Where there are general learning points for the Nursery staff these will be provided in a way that does not refer back to the original complaint unless this has been specifically agreed with you as the complaint.
The role of the Office for Standards in Education, Early Years Directorate (Ofsted) and the Local Safeguarding Children Board
Parents may approach Ofsted directly at any stage of this complaints procedure. In addition, where there seems to be a possible breach of the Nursery’s 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.
The number to call Ofsted with regard to a complaint is: 0300 123 1231. These details are also displayed on the Parents Notice Board in the reception area.
If a child appears to be at risk, we will follow the procedures of the Local Safeguarding Children Board in our local authority as we are required to do. In these cases, both the parent and Nursery are informed and the Child Protection Officers Manager will work with Ofsted or the Local Safeguarding Children Board to ensure a proper investigation of the complaint, followed by appropriate action.