Complaints Procedure
As a member of the Pre-school Learning Alliance we aim to provide the highest quality education and care for all our children. We aim to welcome each individual child and family to a warm and caring environment within which all children can learn and develop as they play.
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. We welcome suggestions on how to improve our group at any time. Many concerns can be resolved quickly by an informal approach to the appropriate member of staff. If this does not achieve the desired result the following procedures should be used.
How to complain
A parent who is uneasy about any aspect of the group’s provision should first talk over any worries and anxieties with the pre-school co-ordinator.
If this does not have a satisfactory outcome within a couple of weeks ,or if the problem recurs the parent should put the concerns or complaint in writing to the pre-school management committee.
The next stage is to request a meeting with the pre-school co-ordinator and the chair of the management committee. Both the parent and the co-ordinator should have a friend or partner present if required and a written record of the discussion should be made and agreed.
Most complaints should be resolved informally or at this initial stage.
If the matter is still not sorted out to the parent’s satisfaction the parent should again contact the chair. At this point if the parent and group cannot reach agreement it might be helpful to invite an external mediator, one who is acceptable to both parties to listen to both sides and offer advice. A mediator has no legal powers but can help to help define the problem, review the action so far and suggest further ways in which it might be resolved.
Staff or volunteers within the Pre-school Learning Alliance will be able to act as mediator if both parties wish.
The mediator will keep all discussion confidential. They will meet with the group if requested and will keep an agreed written record of any meetings that are held and of any advice they have given. The involvement of a mediator represents the final stage in the complaints procedure.
The role of the registering authority
In some circumstances it will be necessary to bring in the registering body, which has a duty to ensure laid down requirements are adhered to and with whom the Pre-school Learning Alliance works in partnership to encourage high standards. The registering authority would be involved if a child appeared to be at risk or where there seemed to be a possible breach of registration requirements. In these cases both parent and Pre-school would be informed.
We believe that most complaints are made constructively and can be sorted out at an early stage. We also believe that it is in the best interests of the pre-school and parents that complaints should be taken seriously and dealt with fairly and in a way which respects confidentiality.
Ofsted Address:
OFSTED
North Regional Centre
3rd Floor
Royal Exchange Buildings
St Ann’s Square
Manchester
M2 7LA
Allegations made against staff
Once an allegation against a member of staff has been made, under the Child Protection Matters, that member of staff will be dismissed immediately. OFSTED will be informed and also the police. Both organisations will take the matter out of Rainbow’s end control and investigate it thoroughly. Surrey Early Years will also need to be informed.
OFSTED address
Office for Standards in Eduation
1st and 2nd Floor, Dukes Court
Woking
Surrey
GU21 5EP
Surrey Early Years:
South East Area Office
Omnibus
Lesbourne Road