Complaints Procedure

Complaints Procedure

As members of the Pre-school Learning Alliance we aim to provide the highest quality education and care for all of 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 we welcome suggestions on how to improve at any time.

Making concerns known

A parent who is uneasy about any aspect of the group’s provision should first of all talk over any worries and anxieties with either the Pre-school Leader or Chair of the Pre-school Committee.

If this does not have a satisfactory outcome within a couple of weeks, or if the problem recurs, the parent should put the concerns or complaint in writing and request a meeting with the Pre-school Leader and the Chair. Both the parents and the Leader should have a friend present if required and an agreed written record of the discussion should be made.

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

If the matter is not resolved to the parent’s satisfaction, the parents should again contact the Chair.

If parents and group cannot reach an agreement, it may be helpful to invite an external mediator who is acceptable to both parties, to listen to both sides and offer advice. A mediator has no legal powers, but can hep to clarify the situation. Staff or volunteers within the Pre-school Learning Alliance will be available to act as mediators if both parties wish.

The mediator will help define the problem, review the action so far and suggest further ways in which it might be resolved. They will also keep all discussion confidential. She/he will meet with the group if requested and will keep an agreed written record of any meetings that are held and of any advice she/he has 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 parent and pre-school would be informed and the Pre-school Learning Alliance fieldworker would work with the social services department to ensure a proper investigation of the complaint followed by appropriate action. Should parents wish to contact OFSTED direct, details are as follows:

Complaints and Enforcement
Early Years OFSTED
Dukes Court
Dukes Street
GU21 5EP

Tel: OFSTED 020 7421 6800

This was reviewed at a meeting of the Pre school held on 13th June 2012 Signed on behalf of the Pre school committee Georgia Newman (Co Chair)
(The original signed copy of all policies and procedures are held on site and can be viewed upon request)

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