COMPLAINTS PROCEDURES
As a member of the Pre-School Learning Alliance we aim to provide the highest quality education and care 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 any 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 Supervisor.
If this does not have a satisfactory outcome within a couple of weeks, or if the problem recurs, the parent should put the concerns or complaint in writing and request a meeting with the chair of the management committee. Both parents and supervisor should have a friend or partner 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 the parent and group 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 within the Pre-School Learning Alliance will be available to act as mediator if parties wish it. The Devon Parent Partnership Service telephone number is (01752) 872799 or (01392) 383913.
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 meetings that are held
and of any advice s/he has given.
The role of Ofsted
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 Pre-School Learning Alliance fieldworker would work to ensure a proper investigation of the complaint followed by appropriate action.
The address for Ofsted is Early Years Ofsted
1 Temple Square
Temple Quay
Bristol
BS1 6HB
Ofsted Telephone Number 0300 123 4666
We believe that most complaints are made constructively and can be sorted out at an early stage. We also believe that it is in the best interests of the pre-school and parents that complaints should be taken seriously and dealt with fairly and in a way which respects confidentiality.
