For the purpose of this policy the manager is the overall person responsible for the nursery. Similarly, “the key person” is the person primarily responsible for the care of a child in the nursery.
It is expected that parents will abide with the following procedures when making a complaint. However, complaints that are not made in accordance with the procedure should still be considered as legitimate and treated as such.
In the instance of a minor complaint these should be made verbally to the child’s key person or the manager.
If the complaint is of a more serious nature the complaint should be put in writing to the manager.
After the complaint has been made the person to whom the complaint has originally been made should take responsibility for resolving it.
If the complaint is not satisfactorily resolved, the parent may refer it upwards as follows:
The key person
Room supervisor/Deputy Manager
Nursery manager
Operations manager –Cheryl Martin 07826909710
Directors
Ofsted
Ofsted office for standards in Education,
Ofsted National Business Unit Piccadilly Gate Store Street Manchester M1 2WD
Telephone no; 0300 123 1231 Website: www.ofsted.gov.uk/parents
The same procedure will be followed by KiddieCare to request assistance in trying to resolve the complaint.
All complaints that are made in writing or of a serious nature should be reported to the nursery manager who in turn will report this to the Directors.
If the complaint relates to one or more of the national standards, (welfare standards) the nursery manager will investigate the matter and keep a written record of the complaint.
The parent who made the complaint will be given an account of the findings and of any action taken within 28 days of the complaint being reported. These records will be kept for the period of ten years from being recorded.
Any complaints made to the nursery will be reviewed periodically and appropriate changes made to operating, policies and procedures to avoid any repletion.