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Making A Complaint Policy

Policy statement

The Wonder Years believes that children and their parents or carers are entitled to 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 to the appropriate member 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 of the parties involved.

Procedures

All settings are required to keep a ‘summary log’ of all complaints that reach stage two or beyond. This is to be made available to parents/carers as well as to Ofsted inspectors.

Making a complaint

Stage 1

• Any parent/carer who has a concern about an aspect of the setting’s provision talks over, first of all, their concerns with The Wonder Years manager/acting 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/carer moves to this stage of the procedure by putting the concerns or complaint in writing to the manager and the committee must be notified.
• The setting stores written complaints from parents/carers in a Complaints Log file.
• When the investigation into the complaint is completed, the manager meets with the parent/carer to discuss the outcome.
• When the complaint is resolved at this stage, the summative points are logged in the Complaints Log file.

Stage 3

• If the parent/carer is not satisfied with the outcome of the investigation, they request a meeting with the manager/acting manager and the chair of the management committee. The parent/carer may choose to have someone else present if required and the manager will have the support of a committee member, usually the chair.
• 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.
• This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summative points are logged in the Complaints Summary Record.

Stage 4

• If at the stage three meeting the parent/carer and setting cannot reach agreement, an external mediator is invited 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 to 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 are appropriate persons to be invited to act as mediators.
• The mediator keeps all discussions confidential. They can hold separate meetings with the setting personnel (manager and chair of the management committee) and the parent/carer, if this is decided to be helpful. The mediator keeps an agreed written record of any meetings that are held and of any advice they

Stage 5

• When the mediator has concluded their investigations, a final meeting between the parent/carer, the manager and the chair of the management committee 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.

OFSTED & Safeguarding Concerns

• Parents/carers may approach Ofsted directly at any stage of this complaints procedure. In addition, where there seems to be a possible 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 Welfare Requirements of the Early Years Foundation Stage are adhered to.
• Refer to the safeguarding policy if the complaint relates to a safeguarding concern.
• In either case, the manager works with Ofsted and/or the Local Safeguarding Team 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 was managed.
• The outcome of all complaints is recorded in the Summary Complaints Record which is available for parents and Ofsted inspectors on request.

Further guidance

This policy should be reviewed every 3 years, or sooner if there is a change to the regulatory framework or new industry guidance.