Complaints

Rose Buddies Childcare strives to deliver a high quality standard to all within our community, in which parents and children are handled with respect and courtesy at all times and feels valued and listened to.

Rose Buddies Childcare always welcomes suggestions on improvements and regularly asks for feedback from parents in order that their needs can be met. Any concerns will be dealt with promptly and it is our aim that all parents feel comfortable to voice their opinions, safe in the knowledge that they will be listened to and response to, with a satisfactory conclusion for all involved.

Methods

We are required by Ofsted to keep a summary of complaints that reach stage 2 and beyond and should be made available to parents involved as well as Ofsted.

Complaints should be dealt with professionally and promptly to ensure that any issues arising from these complaints are handled effectively and to ensure the welfare of all children.

Our complaints procedure is outlined below:

Stage 1

If any parent should have cause for complaint or any queries regarding the care or early learning provided by the nursery they should in the first instance take it up with the child's teacher / key worker / room leader. The concern will be discussed and should be resolved quickly or a plan put in place to resolve it.

Stage 2

If the issue remains unresolved or parents feel they have received an unsatisfactory outcome, then these concerns must be presented in writing to the nursery manager. The manager will then investigate the complaint and report back to the parent within three working days with an update. The update will include a full summary of plans to move forward, current status of the investigation and a predicted timeline for formal outcomes. Full investigations should take no longer than a week unless the nature of the concern means other professional bodies such as LADO must be involved. This will be fully documented in the complaints log book and will detail the nature of the complaint and any actions arising from it.

(Most complaints will be resolved informally at stage 1 or 2.)

Stage 3

If the matter is still not resolved a formal meeting should be held between the manager, parent and the senior staff member to ensure that it is dealt with comprehensively. A record of the meeting will be made along with documented actions. All parties present at the meeting will review the accuracy of the record, sign to agree and receive a copy, which will signify the conclusion of the procedure.

Stage 4

If the matter cannot be resolved to their satisfaction, then parents have the right to raise the matter with Ofsted. Tel No: 0300 123 1231 Or write to:

The National Business Unit, Ofsted, The Royal Exchange Buildings, St Ann's Square, Manchester, M27LA.

A record of complaints will be kept in the nursery. Parents will be able to access this record if they wish to, however all personal details relating to any complaint will be stored confidentially and will be only accessible by parties involved. Ofsted will have access to this record at any time during visits to ensure actions have been met appropriately.

In case of a complaint relating to Safeguarding Children, please refer to the Safeguarding Policy.