Complaints Policy
The procedures described in Ormesby Village Preschool’s Complaints Policy comply with Ofsted and Early Years Foundation Stage guidelines. In accordance with, and beyond the requirements of these regulations, Ormesby village Preschool makes all of its policies available to parents and prospective parents via Tapestry including this complaints policy as part of our registration process; printed copies can be made available on request to the preschool office or viewed in preschool, and you may request a copy is emailed to you.
Introduction
Ormesby Village Preschool has long prided itself on the quality of the provision and care provided to its users. However, if parents/carers do have a concern or complaint, they can expect it to be treated by the preschool in accordance with this policy. In all cases, the concern or complaint will be dealt with in the strictest of confidences. As Ormesby Village Preschool operates an Equal Opportunities Policy, there will be no biases or discrimination in respect of gender, age, status, ethnic origin, language, culture, religion, race or sexual orientation when considering the concern or complaint.
Stage 1 – Informal Resolution
- It is hoped that most concerns will be resolved quickly and informally.
- If parents/carers have a complaint or concern, they should normally contact the relevant member of staff. In many cases, the matter will be resolved to the parents’ satisfaction. If the member of staff cannot resolve the matter alone at this stage, it may be necessary for him/her to consult the Manager.
- Complaints should be made in the first instance to the member of staff most closely involved with the issue causing concern, such as your child’s key person, unless it is deemed appropriate that the matter should be considered by a manager. It may be necessary for a member of staff to re-direct the complaint to another colleague or manager; in such circumstance the complainant will be kept fully informed about who is handling the complaint.
- The member of staff, or manager, will make a written record of all concerns and complaints and the date on which they were received. Should the matter not be resolved within 10 working days, or in the event that the member of staff and the parent/carer fail to reach a satisfactory resolution then parents/carers will be advised to proceed with their complaint in accordance with Stage 2 of this policy.
Stage 2 – Formal Resolution
- If the complaint cannot be resolved on an informal basis, then the parents/carers should put their complaint in writing to the Manager. The Manager will decide, after considering the complaint, the appropriate course of action to take.
- In most cases, the Manager will arrange to meet or speak with the parents/carers concerned, normally within 10 working days of receiving the complaint, to discuss the mat If possible, a resolution will be reached at this stage.
- It may be necessary for the Manager to carry out further investigatio
- The Manager will keep written records of all meetings and interviews held in relation to the complai
- Once the Manager is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision will be made and parents will be informed of this decision in writing. The Manager will also give reasons for the decision ta
- If parents/carers are still not satisfied with the decision, they should proceed to Stage 3 of this policy.
Stage 3 – Panel Hearing
- If parents/carers seek to invoke Stage 3 (following a failure to reach an earlier resolution), they should let the Manager know, or contact the Chair of the Committee, at the preschool address. The complaint will be referred to a member of the Committee who has been authorised by the Committee to convene the Complaints Panel, usually the Chair of the Committee.
- The Convenor, in consultation with the Chair of the Committee, will appoint a Complaints Panel which will consist of at least two Trustees (who have not been directly involved in matters detailed in the complaint) and one additional person who shall be independent of the management and running of the Preschoo
- The Convenor, on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable and normally within 10 working days.
- If the Panel deems it necessary, it may require that further particulars of the complaint or any related matter be supplied in advance of the hearing. Copies of such particulars shall be supplied to all parties not later than five working days prior to the hearing.
- The parents/carers may be accompanied to the hearing by one other person. This may be a relative or friend. Legal representation will not normally be appropriate.
- If possible, the Panel will resolve the parents’ complaint immediately without the need for further investigatio
- Where further investigation is required, the Panel will decide how it should be carried out. After due consideration of all facts they consider relevant, the Panel will reach a decision and may make recommendations, which it shall complete within five working days of the Hearing. The Panel will write to the parents/carers informing them of its decision and the reasons for The decision of the Panel will be final. The Panel’s findings and, if any, recommendations will be sent in writing to the parents/carers, and, where relevant, the person complained of. Copies of the findings and recommendations (if any) will be kept on file and made available for inspection at the school by the Manager and the Chair of the Committee.
Parents can be assured that all concerns and complaints will be treated seriously and confidentially. Whilst we endeavour to resolve any complaint in the timescales indicated above, there may be cases, perhaps for reasons of holiday or illness, when a deviation from the normal timescale is necessary. In these circumstances the preschool commits to explain the reasons for any such deviation and, in all cases, to set an absolute time limit of 28 term-time working days to cover the period from the lodging of the complaint to its resolution.
A written record of all complaints, stating whether they are resolved at the preliminary stages 1 or 2, or proceed to a panel hearing, will be kept by the preschool, along with action taken by the preschool as a result of these complaints (regardless of whether they are upheld)
Correspondence, statements and records relating to individual complaints will be kept confidential except where the Secretary of State or a body conducting an inspection under section 108 or 109 of the 2008 Act requests access to them. All records of concerns and complaints are available to Ofsted if they request.
Specific Complaints
If concerns relate to bullying or possible child abuse and safeguarding concerns, parents should refer to the safeguarding and/or bullying policies and urgently contact one of the Designated Safeguarding Lead at the preschool.
Where parents/carers are not satisfied that their child is receiving the free entitlement in the correct way (as set out in the funding agreement and in Early Education and Childcare Statutory guidance for local authorities), a complaint can be submitted directly to the Manager.
If the complaint is concerning the DSL’s, the parent should contact the Manager at Ormesby Village Preschool
If the complaint is about the Manager, then parents should go directly to either the Deputy Manager or the Chair of the Committee.
If this complaint concerns a possible Safeguarding/Child Protection issue about the Manager, the Chair of the Committee will contact the Local Authority Designated Officer (LADO) and be guided by them.
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There was zero (0) complaints registered under the formal procedure in the year 2021-2022
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Who else can I contact if I have a Complaint?
First read through our complaints policy and follow through the suggested steps. If you still wish to contact someone outside the Ormesby Village Preschool, the following may be appropriate contacts:
*Norfolk County Council Early Years 01603 222300 or earlyyearsandchildcare@norfolk.gov.uk
*Ofsted 0300 1234666 or enquiries@ofsted.gov.uk
For some types of complaint, you could contact a different agency.
Complaint
Who to contact
Child protection
Criminal behaviour
Data protection
Information Commissioner’s Office
Discrimination
Equality Advisory and Support Service
Employment
Quality of education or leadership