Complaints Procedures

Updated & Adopted - April 2019

As a member of the Pre-school Learning Alliance, Little Acorns aims to provide the highest quality of education and care for all its children. Little Acorns aims 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/carers are entitled to expect courtesy and prompt careful attention to their needs and wishes. Our intention is to work in partnership with parents/carers and the community generally and we welcome suggestions on how we can improve our group at any time.  Many concerns can be resolved quickly by an informal approach to the appropriate member of staff.   If this does not achieve the desired result, the following procedures should be used.

• A parent/carer who is uneasy about any aspect of the group’s provision should first talk over any worries and anxieties with the kindergarten Manager.

• If this does not have a satisfactory outcome or if the problem recurs, the parent/carer should request a meeting with the Trustees.

• Most complaints should be resolved informally at this initial stage.

• If the matter is still not resolved, the parent should again contact the Trustees.

• If parent and group cannot reach an agreement, it might be helpful to invite an external mediator – one who is acceptable to both parties – to listen to both sides and to 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 both parties wish it.  Alternatively contact can be made with the Buckinghamshire County Council Childcare Manager to provide mediation.

• The mediator will help to define the problem, review the action so far and suggest further ways in which it might be resolved.

• Staff or volunteers within the kindergarten can be available to act as mediators if both parties wish it.

• If you feel the above is not an appropriate course of action the Whistle blowing procedure can be used, (please see Appendix to this policy).

• All matters will be kept confidential by everybody involved and an agreed written record of any meetings that are held and of any advice given will be available to all concerned.

In some circumstances, it will be necessary to bring in OFSTED, the national registration and inspection body, which has a duty to ensure requirements are adhered to. In these cases both parent and pre-school will be informed and a Pre-school Learning Alliance fieldworker would work with OFSTED to ensure a proper investigation of the complaint, followed by the appropriate action.

Little Acorns believes that most complaints are made constructively and can be sorted out in the early stages. 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 confidentially.

Contacts:

Ofsted

Telephone        0300 123 1231

E-mail    enquiries@ofsted.gov.uk

Write      Ofsted

                National Business Unit

                Piccadilly Gate

                Store Street

                Manchester

                M1 2WD

Buckinghamshire Early Years Development and Childcare Partnership

Telephone        01296 382610

E-mail        eydcp@buckscc.gov.uk

Write      Early Years and Childcare

                Buckinghamshire County Council

                5th Floor

                County Hall, Walton Street

                Aylesbury

                Buckinghamshire

                HP20 1UZ

Buckinghamshire Family Information Service

Telephone        01296 383065/0845 688 4944   

E-mail        familyinfo@buckscc.gov.uk