Complaints Policy and Procedure

Complaints Policy and Procedure

Raising Explorers Nursery is committed to providing high quality early years care and education. We value the views of parents, carers, staff, and other stakeholders and take all complaints seriously. This policy outlines how concerns and complaints will be managed fairly, consistently, and promptly in line with the Statutory Framework for the Early Years Foundation Stage (EYFS) and Ofsted requirements.

We believe:

  • Complaints and concerns are opportunities to reflect and improve practice.
  • Complaints should be handled respectfully, confidentially, and without discrimination.
  • Complainants should know how to raise concerns and the process that will follow.

Aims

  • To provide a clear procedure for dealing with complaints.
  • To ensure complaints are resolved quickly, fairly, and at the most informal level possible.
  • To maintain confidentiality and keep accurate records.
  • To ensure that parents and carers are aware they can contact Ofsted if they are dissatisfied with how their complaint is handled.

Scope

This policy applies to complaints made by:
  • Parents and carers
  • Staff members
  • Visitors or other stakeholders
It covers issues such as:
  • The care and education of children
  • Health, safety, and safeguarding practices
  • Staff conduct and professionalism
  • Administration and management of the nursery

Stages of the Complaints Procedure

Stage 1: Informal Resolution

Our practices are guided by key legislation and guidance, including:
  • Wherever possible, concerns should be raised with the relevant staff member at the earliest opportunity.
  • Most issues can be resolved quickly through discussion.
  • If the concern cannot be resolved informally, it should progress to Stage 2.

Stage 2: Formal Complaint to the Nursery Manager

Safeguarding and promoting children’s welfare means:

  • A formal complaint should be made in writing (or verbally, if the complainant prefers) to the Nursery Manager.
  • The complaint should clearly state the issue and the outcome sought.
  • The Nursery Manager will acknowledge the complaint within 5 working days.
  • An investigation will be carried out, which may involve:
  • Meeting with the complainant
  • Speaking with relevant staff members
  • Reviewing records, policies, and procedures
  • A written response will be provided within 28 days, in line with EYFS requirements.

Stage 3: Escalation to the Registered Person/Owner/Committee

  • If the complainant is dissatisfied with the outcome at Stage 2, they may escalate the complaint to the registered provider (e.g., Nursery Owner, Committee, or Governing Body).
  • The complaint should be submitted in writing.
  • The registered person will review the investigation and outcome, and may meet with all parties involved.
  • A final written decision will be communicated within 28 days.

Stage 4: Referral to Ofsted

  • If the complainant remains dissatisfied, they may contact Ofsted directly.
  • Ofsted contact details:
  • Telephone: 0300 123 1231
  • Email: enquiries@ofsted.gov.uk
  • Post: Ofsted, Piccadilly Gate, Store Street, Manchester, M1 2WD
  • Parents and carers may also contact Ofsted at any stage if they have concerns about a child’s welfare or believe the setting is not meeting statutory requirements.

Recording Complaints

  • All complaints will be recorded in the Complaints Log.
  • The log will include:
  • Date of complaint
  • Nature of complaint
  • Steps taken to investigate
  • Outcome and action taken
  • Date of resolution
  • Records will be kept for at least three years and made available to Ofsted on request.

Confidentiality

  • All complaints will be dealt with in the strictest confidence.
  • Information will only be shared with those directly involved in investigating or resolving the complaint.
  • Complainants and staff involved will be protected from victimisation or discrimination.

Monitoring and Review

  • The Nursery Manager will review complaints regularly to identify any recurring issues or areas for improvement.
  • This policy will be reviewed annually and updated in line with legislation and Ofsted requirements.