Safeguarding and Welfare Requirement: Information and Records
must put in place a written procedure for dealing with concerns and complaints
Statement of intent:
At Ladybirds Pre-school we aim for excellence and believe that children and parents/carers are entitled to expect and
receive courtesy and prompt careful attention to their needs and wishes.
We welcome (and where possible implement) suggestions on how to improve our pre-school and make all parents/carers
aware of our ‘Complaints/Compliments folder’ which they can log complaints/compliments in and review at any time with out prior arrangement. Parents/carers can also use these logs to log anything
which they wish to log but do not wish to speak to the Manager or member of staff regarding the issue. We also periodically issue feedback questionnaires to parents/carers. Where allowed
without breaching confidentiality, feedback is shared at staff meetings and/or training days, discussed and the way forward agreed as a staff team.
We anticipate that most concerns can be resolved quickly, however if this is not so, the following procedures will be
- Any parent who has a concern about an aspect of the
setting's provision talks over, first of all, his/her concerns with the setting Manager.
- Most complaints should be resolved amicably and
informally at this stage.
- If this does not have a satisfactory outcome, or if
the problem recurs, the parent moves to this stage of the procedure by putting the concerns or complaint in writing to the setting Manager.
- For parents who are not comfortable with making
written complaints, there is a template form for recording complaints in the above-mentioned publication; the form may be completed with the person in charge and signed by the
- The setting stores written complaints from parents in
the child's personal file. However, if the complaint involves a detailed investigation, the setting Manager may wish to store all information relating to the investigation in a separate file
designated for this complaint.
- When the investigation into the complaint is
completed, the setting Manager meets with the parent to discuss the outcome.
- Parents must be informed of the outcome of the
investigation within 28 days of making the complaint.
- When the complaint is resolved at this stage, the
summative points are logged in the Complaints Summary Record.
- If the parent is not satisfied with the outcome of the
investigation, he or she requests a meeting with the setting manager. The parent should have a friend or partner present if required and the manager should have the support of the chairperson of the
manager from our other site present.
- 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.
- If at the stage three meeting the parent 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. S/he
can hold separate meetings with the setting personnel (setting manager) and the parent, if this is decided to be helpful. The mediator keeps an agreed written record of any meetings that are held and
of any advice s/he gives.
- When the mediator has concluded her/his
investigations, a final meeting between the parent and the setting manger 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
The role of the Office for
Standards in Education, Children’s Services and Skills (Ofsted) and the Local Safeguarding Children Board
- Parents 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.
- The number to call Ofsted with regard to a complaint
is: 0300 123 4666
- These details are displayed on our setting's notice
- If a child appears to be at risk, our setting follows
the procedures of the Local Safeguarding Children Board in our local authority.
- In these cases, both the parent and setting are
informed and the setting manager works with Ofsted or the Local Safeguarding Children Board to ensure a proper investigation of the complaint, followed by appropriate action.
- 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.
This policy was adopted at a meeting of Ladybird’s Pre-school held October 2007
Signed on behalf of the pre-school ………………………………………………….
Position held on Board of Directors