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Complaints and Compliments Policy

At Little Phoenix Nursery we strive to provide the highest quality of care and early education for babies and children; we believe all parents should be treated with equal care, courtesy and respect.

 

It is hoped that parents and carers are happy and satisfied with the quality and service provided, we welcome any suggestions from parents on how we can improve our services. We encourage parents to voice their appreciation to us, in person or in writing; compliments are noted and shared with the staff team.  Prompt and serious attention is given to any concerns parents may have as we seek to continually improve the quality of the nursery. 

 

Concerns will be dealt with professionally and promptly to ensure that any issues arising from them are handled effectively, that the welfare of all children is prioritised and to strengthen our parent partnerships. 

 

A staged approach is taken to support us in resolving any complaint at the earliest opportunity to the satisfaction of all parties, this approach is outlined below. Where any concern or complaint relates to child protection, we follow our Safeguarding and Child Protection Policy.

Complaints Procedure

Stage 1

If any parent should have cause for concern or any query regarding the care, or early learning provided by Little Phoenix Nursery, they should in the first instance speak with their child’s key person, a senior early years educator or Room Leader. If this is not resolved, we ask them to discuss this verbally with the Nursery Manager.

 

Stage 2

If the issue remains unsolved or parents feel the outcome is unsatisfactory then they must present their concerns in writing as a formal complaint to the Nursery Manager. The Nursery Manager will then acknowledge the complaint within 3 working days, clarifying at that time any details they deem necessary ahead of investigating the complaint in relation to the fulfilment of the EYFS requirements and our contract with the parents. The Nursery Manager will confirm any actions taken and the outcome to parents within 28 days. The complaints and all steps taken to the conclusion of these will be fully documented in the nursery’s complaint log book. 

Note: most complaints are usually resolved informally at Stage 1 & 2

 

Stage 3

If the matter is still not resolved, the nursery will hold a formal meeting between the manager, parent and a nursery director 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 to it. A copy of that record will be issued to all and this will signify the conclusion of this complaints procedure. 

 

Stage 4 

On an occasion when a 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 whenever there is a concern, that this may be done at any stage of the complaints procedure and that information on how to contact Ofsted is displayed in the setting. 

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. They risk assess all complaints made and may visit the nursery when they believe requirements are not met. 

 

The record of complaints is kept in the nursery, parents will be able to access this record if they wish. All personal details relating to any complaint will be stored confidentiality and will only be accessible by the parties involved. The record will include:

  • Name of complainant

  • Nature of the complaint

  • Date & time complaint received

  • Action(s) taken 

  • Outcomes of any investigation

  • Any information given to the complainant, including a dated response

The record of complaints is available to Ofsted on request, inspectors will have access to this record at any time during visits to ensure the actions taken have been appropriate. 

 

In addition to the above the record will be shared with the Directors of Little Phoenix nursery on a [annual/termly/other] basis. 

 

Ofsted

Email: enquiries@ofsted.gov.uk

 

Telephone: 0300 123 4666

 

Visit: http://www.gov.uk/government/organisations/ofsted/about 

https://www.gov.uk/government/publications/information-for-parents-about-ofsteds-role-in-regulating-childcare/information-for-parents-about-ofsteds-role-in-regulating-and-inspecting-childcare 

 

If the nursery is notified of an inspection visit parents will be informed, and a copy of any reports relating to a visit will be shared with parents of children attending on a regular basis at that time.

 

If Ofsted visit to follow up concerns and it is found the requirements of the nursery registration are not being met they will publish a summary of the action taken on the reports website: https://reports.ofsted.gov.uk/ 

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