Complaints Policy

How parents can raise concerns and how we will respond.

General Legal Requirements

• Providers must work in partnership with parents and/or carers, to promote the learning and development of all children in their care, and to ensure they are ready for school.
• Providers must put in place a written procedure for dealing with concerns and complaints from parents and/or carers, and must keep a written record of any complaints, and their outcome.
• All providers must investigate written complaints relating to their fulfilment of the EYFS requirements and notify complainants of the outcome of the investigation within 28 days of having received the complaint. The record of complaints must be made available to Ofsted on request.
• Providers must make available to parents and/or carers details about how to contact Ofsted if they believe the provider is not meeting the EYFS requirements.

EYFS Statutory Guidance

Our Policy

Wildflowers Coltishall and Horstead Preschool aims to enhance the development and education of children under statutory school age, by offering appropriate education facilities for children and families regardless of race, culture, religion or means to attend (see Terms of Reference Policy).

We welcome all comments from families about our provision. We recognise parents/carers are the prime educators of their child and that comments, whether negative or positive, about our setting are made with the child’s best interests at heart.

Procedure

Stage 1

• Parents/carers wishing to make positive comments may do so verbally, directly to the staff or committee, or in writing via letter, or when giving feedback in our questionnaires. Positive comments are a good way for parents to let us know that they value and appreciate aspects of the preschool. This gives everyone concerned the chance to build on good practice which promotes children’s learning and development and enhances our preschool as a whole, through our reflective action planning.
• Parents/carers wishing to make concerns known to the setting should initially talk to a member of the preschool leadership team either verbally or via email. Most problems can be addressed in this way, these problems should be resolved within a reasonable timescale.
• A complaints record form will be filled in by the member of staff receiving the complaint (see attached Complaints Record Form).
• SAFEGUARDING & ALLEGATIONS – If a concern involves a child’s safety or a child protection matter, our preschool safeguarding policy must be followed immediately. Any immediate concerns regarding a child’s welfare will be referred to the Norfolk Children’s Advice and Duty Service (CADS). Any allegations made against a member of staff, student or volunteer will be reported promptly to the Local Authority Designated Officer (LADO). In line with EYFS requirements, the leadership team will notify Ofsted (contact number 0300 123 4666) of any serious safeguarding incident, significant, event or allegation of abuse made against any person working on the premises as soon as reasonably practicable and always within 14 days of the allegation made.
• FUNDING – If the issue is regarding the way in which the funding entitlement is offered, then this will be addressed by the leadership team in the first instance. The Local Authority will intervene where the complaint refers to Early Education entitlement, which is not compliant with legislation, other published statutory advice. The Local Authority will not intervene where parents choose to purchase additional hours of provision or additional services providing that this does not affect the parent’s ability to take up their child’s free place.

Stage 2

• If the parent/carer is not satisfied with the outcome from stage 1, they should put their complaint in writing, either via letter or email. Details of this policy and formal record sheets are also copied in the complaints book.
• Parents/carers can request the preschool leadership team member to fill in the written form on their behalf for them to sign.
• Written complaints are followed up with an investigation by the preschool leadership team or the chair of the committee. Where appropriate the concern will be raised at the next staff meeting, and committee meeting.
• When the investigation of the complaint is complete either the preschool leadership team or the chair of the committee will meet with the parents to discuss the outcome.
• Parents/carers will be informed of the outcome of the investigation within 28 days of making the complaint.
• Details of the investigation are recorded on the Complaints Investigation Record Form (See attached). All record forms relating to the complaint are retained in the Complaints File in the locked filing cabinet in the preschool storage cupboard.
• If referring to a staff member, a copy will also be stored in a separate individual staffs file, in the locked filing cabinet.

Stage 3

• If the parent/carer is not satisfied with the outcome of the stage 2 investigation, they are able to request a meeting with the preschool leadership team and the chair of the committee, to discuss the complaint further.
• At this meeting, a Complaints Record Form (see attached) will be written and signed by all parties. This form will detail the agreed record of the discussion, as well as any decisions and actions to be taken as a result.  All parties at the meeting will be given a copy of the form.
• All record forms relating to the complaint are retained in the Complaints File in the locked filing cabinet in the preschool storage cupboard. 

Stage 4

• If at the stage 3 meeting the parent/carer and setting cannot reach agreement, an external mediator will be arranged, with the support of our advisors from Norfolk County Council Early Years Team to help settle the complaint.  This should help both sides to clarify the issues and reach an amicable solution.
• All meetings held will be recorded on a Complaints Record Form (See Attached), which are agreed and signed by all parties involved.
• All record forms relating to the complaint are retained in the ‘Complaints File’ in the locked filing cabinet in the preschool storage cupboard. 

Stage 5

• Should the situation remain unresolved following internal review and mediation, the parent or carers may raise their concern directly with Ofsted. Ofsted can be contacted by phone on 0300 123 1231 or via the GOV.UK guidance “Complain about a childcare provider”.  These details are also displayed on the preschool notice board.
• Everyone involved with the investigation and outcome of a complaint will be expected to treat information as strictly confidential and will not discuss the situation with anyone else (see Confidentiality Policy and Staff Code of Conduct).
• All written records, notes and correspondence relating to complaints will be stored securely and processed in accordance with the Data Protection Act 2018 and UK GDPR (see Confidentiality policy).
• Accessibility support: If a parent or carer requires reasonable adjustments to access or complete this process (such as translation support, alternative visual formats, or assistance drafting a written summary), the preschool leadership team will provide appropriate support.

General Data Protection Regulation (UK GDPR) and Retention Policy

Wildflowers Coltishall and Horstead Preschool is committed to storing personal data securely and ensuring it is only accessed by authorised personnel. The data below is extracted from our GDPR guidelines.

• Standard Complaints: Records of general complaints and their outcomes are retained in the locked complaints file for 6 years from the date the matter was closed, after which they are securely destroyed.

• Safeguarding/Child Protection Complaints: Any records, allegations or outcome notes relating to safeguarding or child welfare are retained separately in accordance with local safeguarding partner guidance and national requirements (typically retained until the child reaches age 25 or longer where required by statutory inquiry guidance).

Further Guidance

Early Years foundation Stage Statutory Framework

Data Protection Act 2018 and UK GDPR

“Complain about childcare” guidance for parents (GOV.UK/ofsted)

“Information for parents about Ofsted’s role in regulating childcare” (Ofsted)

Working Together to Safeguard Children (DfE)

Norfolk Safeguarding Children Partnership (NSCP) Procedures