Making a complaint

The Purpose of this Policy

This policy outlines the procedures to be followed in relation to Making a complaint. The policy recognises the importance of shared and established understanding amongst parents, guardians, and practitioners involved in a child’s immediate care and in their learning and development

Policy statement

Sky Little Angels believe 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 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 an informal approach with the appropriate member(s) 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 setting to a satisfactory conclusion for all the parties involved.

Procedures

All settings are required to keep a written record of any complaints that reach stage two and above, and their outcome. This is to be made available to parents, as well as to Ofsted inspectors on request. A full procedure is set out in the Complaint Investigation Record (Pre-school Learning Alliance 2015) which acts as the 'summary log' for this purpose.

Making a complaint

Stage 1

Any parent who has a concern about an aspect of our setting's provision talks over their concerns with a member of staff.
Most complaints should be resolved amicably and informally at this stage.
We record the issue, and how it was resolved, in the child’s file.

Stage 2

If this does not have a satisfactory outcome, or if the problem recurs, the parent moves to this stage of the procedure by putting the concerns or complaints in writing.
For parents who are not comfortable with making written complaints, there is a template form for recording complaints in the Complaint Investigation Record.
Our setting stores all information relating to written complaints from parents in the child's personal file. However, if the complaint involves a detailed investigation, we may wish to store all information relating to the investigation in a separate file designated for this complaint.
When the investigation into the complaint is completed, we shall meet with the parent to discuss the outcome.
We inform the parents of the outcome of the investigation within 28 days of him/her making the complaint.
When the complaint is resolved at this stage, we log the summative points in our Complaint Investigation Record, which is made available to Ofsted upon request.

Stage 3

An agreed written record of the discussion is made, as well as any decision or action to take as a result. All the parties present at the meeting sign the record and receive a copy of it.
This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, we log the summative points in our Complaint Investigation Record.

Stage 4

If at the stage three meeting the parent cannot reach an agreement with us, we invite an external mediator 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 us 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 our 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 and a member of 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, Children’s Services and Skills (Ofsted)

Safeguarding Children Board or local safeguarding partners and the Information Commissioner’s Office

Parents may approach Ofsted directly at any stage of this complaint procedure. In addition, where there seems to be a breach of the setting's registration requirements, it is essential to involve Ofsted as the registering and inspection body with a duty to ensure the Safeguarding and Welfare Requirements of the Early Years Foundation Stage are adhered to.
Parents can complain to Ofsted by telephone on in writing at:

Ofsted National Business Unit, Piccadilly Gate, Store Street, Manchester M1 2WD

Tel: 0300 123 1231
These details are displayed on our setting's notice board.
If a child is at risk, we follow the procedures of the Local Safeguarding Children Board or local safeguarding partners.
In these cases, both the parent and our setting are informed, and our manager works with Ofsted or the Local Safeguarding Children Board or local safeguarding partners to ensure a proper investigation of the complaint, followed by appropriate action.
The Information Commissioner’s Office (ICO) can be contacted if you have made a complaint about the way your data is being handled and remain dissatisfied after raising your concern with us. For further information about how we handle your data, please refer to the Privacy Notice given to you when you registered your child at our setting. The ICO can be contacted at Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or ico.org.uk

Records

A record of complaints in relation to our setting, or the children or the adults working in our setting, is kept for at least three years; including the date, the circumstances of the complaint and how the complaint was managed.

The outcome of all complaints is recorded in our Complaint Investigation Record, which is available for parents and Ofsted inspectors to view on request.