COMPLAINTS AND CONCERNS POLICY

Making a Complaint

We encourage children, parents and staff to inform us of their concerns while they are still minor ones which can more easily be resolved. It is hoped that most concerns and complaints will be resolved quickly and informally
Policy Statement

Linden Tree Nursery Schools believes that children and parents are entitled to expect courtesy and appropriate attention to their needs and wishes.
We welcome suggestions on how to improve our Nursery Schools and will give prompt and serious attention to any concerns about the running of the setting.
We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate member of staff. If this does not achieve the desired result, we have a set of procedures for dealing with concerns.
We aim to bring all concerns about the running of our setting to a satisfactory conclusion for all of the parties involved.

All settings are required to keep a 'summary log' of all complaints that reach stages two or beyond. This is to be made available to parents as well as to Ofsted inspectors. A summary log is completed on regular basis, and all complaints recorded.

Complaints procedure

We believe children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes in line with the requirements, Ofsted or the Local Authority Early Years Team, dependent on the nature of the complaint.

Our intention is to work in partnership with parents and the community generally and we welcome suggestions on how to improve our setting at any time. We will not discriminate against a parent who chooses to complain.
A record of complaints against our nursery and or children or adults working in our setting is kept, including date and the circumstances of the complaint and how the complaint was managed. Complaints will be written up and necessary action taken within 20 days of receiving a complaint.

We believe that most complaints are made constructively and can be sorted out at the early stage. We also believe that it is in the best interests of the nursery and parents that complaints should be taken seriously and dealt with fairly and in a way, which respects confidentiality.

PARENTS

Stage 1- Informal Resolution

Parents who have any concerns or complaints should normally contact the Manager in the first instance, either by email or by telephone or in person. Staff will always liaise closely with the Room Leader, Manager or Senior Management when dealing with parental concerns and complaints.
We will endeavour to acknowledge such letters or telephone calls within 48 hours (excluding weekends and holidays) of their receipt and to inform parents of how we intend to investigate the matter
A written record will be kept of all concerns and complaints, the date on which they were received and the details of the subsequent investigation.
In the event of a failure to reach a satisfactory resolution parents will be advised to pursue their complaint in accordance with the Stage 2 procedure set out below.

Stage 2 – Formal Resolution

Parents whose complaint has not been resolved by the Stage 1 process, should put their complaint formally in writing to the Manager or Senior Management.
The Room Leader, Manager or Senior Management will decide, after considering the complaint, the appropriate course of action to take.
Normally there will be a meeting with the parents concerned to discuss the complaint within 7 days of receiving it.
The Room Leader, Manager or Senior Management will then carry out any necessary further investigations.
Written records of all meetings and interviews held in relation to the complaint will be maintained.
Once the Room Leader, Manager or Senior Management 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 Room Leader, Manager or Senior Management will also give reasons for the decision.

Parents can be assured that all concerns and complaints will be treated seriously and confidentially.

Updated April 2024