COMPLAINTS PROCEDURE

As a member of the Early Years Alliance, we aim to provide the highest quality care and education for all our children.

We believe that 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 pre-school.

At times parents/carers may have concerns about the service we provide. There is a fair way of dealing with issues as they arise in an informal way, but parents may wish to exercise their right to make a formal complaint.

If a parent/carer is unhappy about any aspect of their child’s care or how they have been treated, this should be discussed with the child’s key worker.  The key person will offer an explanation and an apology if appropriate. The issue and how it was resolved is recorded in the child’s file and complaints folder.

If you feel the issue has not been resolved, then you can speak to the pre-school manager or the chairperson.
Following this you may wish to make a more formal complaint in writing. The manager will investigate the complaint and will feedback to the parent/carer within 28days.

If the parent/carer is still not satisfied, then they are entitled to appeal the outcome verbally or in writing to the chairperson. They will be responded to within 14 days. 

Parents may approach Ofsted directly at any stage of these complaints’ procedures. In addition, where there seems to be a possible breach of our registration requirements, it is essential to involve Ofsted as the registering and inspection body with a duty to ensure the Welfare Requirements.

If parents believe there has been a breach of their personal data, then the data protection lead (Michelle Howell) must be informed immediately. This will be documented, and a risk assessment will be carried out. If a breach has occurred, then it will be reported to the Information Commissioners Office (ICO) within 72 hours.

Parents may contact the ICO independently on their helpline - 0303 123 1113.

Ofsted can be emailed on enquiries@ofsted.gov.uk   or contacted on 0300 123 4666.

Named Officer: Michelle Howell (Manager and Data Protection Lead)

			Signed on behalf of the pre-school   Chris Jones

			Adopted 15.05.18

                     Reviewed 08.08.19, 07.07.20, 08.08.21, 17.08.22, 04.12.24, 05.08.25