Procedure for dealing with complaints
At The Crown Nursery we believe that parents are entitled to expect courtesy and prompt, careful attention to their individual needs and wishes. We hope that at all times parents are happy with the service provided and we encourage parents to voice their appreciation to staff. We record all compliments and share these with our hard-working team.
We welcome any suggestions from parents on how we can improve our services, and will give prompt and serious attention to any concerns that parents may have. Any concerns will be dealt with professionally and promptly to ensure that any issues arising from them are handled effectively and to ensure the welfare of all children, enable ongoing cooperative partnership with parents and to continually improve the quality of the nursery.
We have a clear procedure for dealing with complaints, including if we are not able to resolve a concern. Where any concern or complaint relates to child protection, we follow our Safeguarding and Child Protection Policy.
Internal complaints procedure
If any parent should have cause for concern or any queries regarding the care or early learning provided by the nursery, they should in the first instance take it up with the child's key person, room leader or a senior member of staff.
If the issue remains unresolved or parents feel they have received an unsatisfactory outcome, then they must present their concerns in writing as a formal complaint to the nursery manager. The manager will then investigate the complaint and report back to the parent within five days. The manager will document the complaint fully and the actions taken in relation to it in the complaints section of the nurseries Self-Assessment File.
Most complaints are usually resolved informally at stage 1 or 2.
If the matter is still not resolved, the nursery will hold a formal meeting between the manager, senior staff member and parent(s) to ensure that it is dealt with comprehensively. The nursery will make a record of the meeting and document any actions. All parties present at the meeting will review the accuracy of the record, and be asked to sign to agree it and receive a copy. This will signify the conclusion of the procedure.
If the matter cannot be resolved to their satisfaction, then parents have the right to raise the matter with Ofsted. Parents are made aware that they can contact Ofsted at any time they have a concern, including at all stages of the complaints procedure, and are given information on how to contact Ofsted. Ofsted is the registering authority for nurseries in England and investigates all complaints that suggest a provider may not be meeting the requirements of the nursery’s registration. It risk assesses all complaints made and may visit the nursery to carry out a full inspection where it believes requirements are not met.
A record of complaints will be kept in the nursery, in the Self-Assessment File. The record will include the name of the complainant, the nature of the complaint, date and time complaint received, action(s) taken, result of any investigations and any information given to the complainant including a dated response.
Parents will be able to access this record if they wish to, however, all personal details relating to any complaint will be stored confidentially and will be only accessible by the parties involved. Ofsted inspectors will have access to this record at any time during visits to ensure actions have been met appropriately.
Contact details for Ofsted:
Telephone: 0300 123 1231
Parents will also be informed if the nursery becomes aware that they are going to be inspected and after inspection the nursery will provide a copy of the report to parents and/or carers of children attending on a regular basis.
Managing complaints about staff
To reduce the risk of complaints or allegations, all staff should be familiar with the guidance contained in the nursery’s Code of Conduct and with all nursery policy. These are shared at induction and are accessible at all time. All staff should take care not to place themselves in a vulnerable position; it is always advisable that all contact individual children or parents should be conducted in view of other adults.
Staff should also be familiar with the ‘Guidance for safer working practice for adults who work with children and young people in education settings’.
Despite all efforts to recruit safely there may be occasions when allegations against staff reported. An allegation is any information which indicates that a member of staff or volunteer may have:
- behaved in a way that has, or may have, upset or harmed a child
- behaved towards a child or children in a way that indicates they may pose a risk of harm to children
- possibly committed a criminal offence against or related to a child
If information is received which suggests that a person may be unsuitable to work with children staff must immediately inform the DSL who will investigate the complaint. If the allegation relates to child protection it will be reported to the LADO and/or SPA.
If the allegation made to a member of staff concerns nursery manager, the person receiving the allegation will immediately consult the LADO as above, without notifying the manager first.
Suspension of the member of staff, against whom an allegation has been made, needs careful consideration, and the manager will seek the advice of the LADO and an HR consultant in making this decision. All options to avoid suspension will be considered.
In the event of an allegation against the manager, the decision to suspend will be made in consultation with the LADO and HR.
If an allegation pertains to an adult not employed directly by the school, for example, cleaning staff, volunteers, sports coaches etc. the nursery will work directly with the employing agency and the LADO as described above.
Staff, parents and governors are reminded that publication of material that may lead to the identification of a teacher who is the subject of an allegation is prohibited by law. Publication includes verbal conversations or writing including content placed on social media sites.
The Crown Nursery will follow procedures set out in Keeping Children Safe in Education 2019.
All serious events, which are likely to affect the suitability of any person who cares for, or is in regular contact with the children, will be reported to Ofsted by The Crown Nursery.