Complaints Procedures

Safeguarding Vulnerable Groups Act 2006

Our Pre-school aims to provide the highest quality education and are for all our children.  We aim to offer a welcome to each individual child and family and to provide 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 and we welcome suggestions on how to improve our group at any time.

Making concerns known

A parent who is uneasy about any aspect of the group's provision should first of all talk over any worries and anxieties with the Pre-school Supervisor.  If this does not have a satisfactory outcome or if the problem recurs, the parent should put the concerns or complaint in writing and request a meeting with the Supervisor and/or Chair of the Committee.  Both parents and the Pre-school should have an independent person present, if required, and an agreed written record of the discussion should be made.

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.

If parent and Pre-school 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 clarify the situation.  Staff or volunteers with the Pre-School Learning Alliance will be available to act as mediator if both parties wish it.  The mediator will help define the problem, review the action so far and suggest further ways in which it might be resolved.

The mediator will keep all discussions confidential. S/he will meet with the group if requested and will keep an agreed written record of any advice s/he has given.

In some circumstances it will be necessary to bring in Ofsted, who have 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.  Ofsted 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 and the PLA fieldworker would work with Ofsted to ensure a proper investigation of the complaint is followed by appropriated action.

The Pre-school has a duty to make a referral to the Disclosure and Barring Service where a member of staff is dismissed (or would have been had the person not left the setting first) because they have harmed a child/put a child at risk of harm.

Ofsted, Piccadilly Gate Store Street, Manchester M1 2WD

Ofsted Help Line 0300 123 1231