Complaint Policy and Procedure

As a member of the Pre-School Learning Alliance, we aim to provide the highest quality of education and care for all our children. We aim 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 are entitled to expect courtesy and prompt careful attention to their needs and wishes. Our intention is to work in partnership with parents and the community generally and welcome suggestions to improve our group at any time.

Making Concerns Known

As hard as we try to provide the best possible care and education for your children and to building strong relationships with children and their families, there might be time when you might feel our effort aren't to your expected standards. Whenever that is the case, please make your concerns known as soon as possible.

We believe most complaints are made constructively and can be sorted out at an early stage. We take every complaint very seriously and will deal with them fairly and confidently.

If you have a concern or complaint about any aspect of the group's provision, regarding a health and safety issue, an activity or a concern about a member of staff, please follow the steps below:

  • Discuss your worries and anxieties with the pre-school leader.
  • If the outcome of your meeting isn't satisfactory, you can put your concern or complaint into writing (see Complaint Record sheet) and request a meeting with the pre-school leader and the chair of the committee. It is advised that both parties have another adult present and an agreed written record of the discussion should be made.
  • If the matter is not sorted out to your satisfaction, please contact the chair again. If no agreement can be reached, it might be helpful to bring in an external mediator, acceptable to both parties.
  • The mediator will listen to both sides, offer advice and help define the problem. They will review the action so far and suggest further ways in which it might be resolved.

A mediator has no legal powers but can help clarify the situation. Staff or volunteers within the Pre-School Learning Alliance will be available to act as mediator if both parties wish it. The mediator will keep all discussions confidential. The mediator will meet with the group again if requested and will keep an agreed written record of any meetings held and of any advice given.

The Role Of The Registering Authority

In some circumstances, it will be necessary to bring in the local authority registration and inspection unit, who have a duty to ensure laid down requirements are adhered to and with whom the Pre-School Learning alliance works in partnership to encourage high standards. The registering authority would be involved if a child appeared to be at risk or where there seemed to be a possible breach of registration requirements.

In these cases, both parents and pre-school would be informed and the Pre-School Learning Alliance fieldworker would work with the Ofsted department to ensure a proper investigation of the complaint was done and followed by the appropriate action.

The Ofsted helpline number is 08456 40 40 40 (8am to 8pm - Mon to Fri). The Ofsted web site is www.ofsted.gov.uk.

We believe that most complaints are made constructively and can be sorted out at an early stage. We also believe that it is in the best interests of the pre-school that all complaints are taken seriously and dealt with fairly and in a way that respects confidentiality.