COMPLAINTS PROCEDURES
We believe that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve and will give prompt and serious attention to any concerns about how we run. We aim to bring all concerns about the running of Groombridge Preschool to a satisfactory conclusion for all parties involved and would anticipate that most concerns will be resolved quickly by an informal approach. If the desired result is not achieved, we will adhere to the following Complaints Procedure in order to pursue a satisfactory outcome for all concerned. A complaint must progress through every stage of the complaints procedure until conclusion
Making concerns known
Stage 1
Any parent who is unhappy about an aspect of our provision, should first of all discuss their worries and concerns with the Supervisor. It is hoped that most complaints should be resolved amicably and informally at this stage. When the complaint is resolved at this stage, all communications will be recorded in the complaints file, which will be stored in a locked filing cabinet.
Stage 2
If the complaint does not have a satisfactory outcome at Stage 1, or if the problem recurs, the parent moves to Stage 2 of the procedure, by putting the concerns or complaint in writing to make a formal complaint to the Chair and the Committee. The complainant may request a Groombridge Preschool standard complaint form if they wish. We would still hope to be able to resolve most complaints informally at Stage 1 or Stage 2. If the complaint is resolved at Stage 2, all communications will be recorded in the complaints file.
Stage 3
If the parent is still not satisfied with the outcome of the investigation, they may request a meeting with the Supervisor and the Chair. Such meetings can be worrying or intimidating and therefore the complainant may have another person present — a friend, partner or colleague. The Supervisor and Chair may also request another member of staff, Committee member or the Administrator to also be present. An agreed written record of the discussion, along with any decisions or actions to be taken, should be made which all of the parties present should sign and then receive a copy of it.
Stage 4
If agreement between Groombridge Preschool and the complainant cannot be reached at Stage 3, an external mediator will be invited to assist in the settlement of the complaint. The mediator should be acceptable to both parties and will listen to both sides and offer advice without prejudice. Although the mediator has no legal powers, they may assist in defining the problem and suggest a mutually acceptable way forward.
All mediation meetings will be confidential. The mediator will record this meeting, and they may hold separate meetings with the complainant and Groombridge Preschool if deemed to be helpful.
It is important to note that all mediation costs will be met equally between the complainant and Groombridge Preschool.
Stage 5
A final meeting will be held between the complainant, Groombridge Preschool and the mediator to reach a decision on the action to be taken to resolve the complaint.
A record of the final meeting including the decision and further action to be taken, will be signed by all parties and distributed to all parties. The conclusion of Stage 5, whether successful or unsuccessful, concludes the complaints process. If at any point the complainant ceases communication with Groombridge Preschool for 28 days or longer, the complaint will be closed immediately. It is the complainant's responsibility to notify Groombridge Preschool of any anticipated breaks in communication for longer than 28 days. It is the complainant's responsibility to notify Groombridge Preschool of any anticipated breaks in communication.
Complainants may contact Ofsted separately at any stage - Telephone: 0300 123 1231.
If a child appears to be at risk, Groombridge Preschool will follow the procedures of the East Sussex County Council Local Safeguarding Children's Board, the Supervisor will inform Ofsted and seek advice from the Single Point of Advice (SPoA) in order to ensure the proper investigation of the complaint, followed by appropriate action.
INAPPRORIATE BEHAVIOUR
Groombridge Preschool is committed to nurturing a partnership between parents and staff where relationships demonstrate mutual respect. The relationship between parents and staff is extremely important and that is why our staff always work closely with parents to provide the best outcomes for their children and families. In order to support a peaceful and safe environment, abusive or inappropriate behaviour or communications will not be tolerated.
Making defamatory, offensive or derogatory comments in communication, either verbal or written (including emails, text, WhatsApp or social media) and the use of inflammatory language, will not be tolerated.
Any concerns that parents may have about Groombridge Preschool must be made through the appropriate channels using the Complaints Policy and Procedure. In the event that any parent/carer of a child is found to be posting libellous or defamatory comments through social media (Facebook etc), they will be reported to the appropriate authorities. In serious cases, the preschool will also consider it’s legal options to deal with any such misuse of social media and other sites.
This policy is known, agreed and implemented by all staff.
This policy is known and made available to all parents.
This policy was reviewed in January 2021
Early Years Support Services
St Mark's House
14 Upperton Road
BN21 1EP
Tel: 0345 6080192
OFSTED
Piccadilly Gate
Store Street
Manchester
M1 2WD
Tel 03001 231231