COMPLAINTS PROCEDURE POLICY

Our playgroup is very open to comments and suggestions made by parents. Hopefully any complaints can be dealt with within our playgroup. All complaints will be dealt with promptly, and with understanding.

All complaints, whether given verbally, or literally, will be recorded in our Complaints Record Log. We will log details of the complaint, and how it was dealt with, as well as the outcome of the complaint.

This is an Ofsted requirement, and our Complaints Record Log is available for parents to see, if they so wish.

 

HOW TO COMPLAIN

 

  1. Talk over your complaint with the play leader, and ensure all information and your views are kept confidential (please refer to our confidential policy).

  2. If you feel the matter is not resolved after this discussion, please put your concerns in

      writing to the chairperson of our committee.

  3. A meeting will be arranged between you, the play leader and chairperson. During this

      meeting we will discuss the nature of your complaint and how we can resolve it. This will be

      logged in our Complaints Record Log. The report will be totally confidential. There will no

      mention of you, your child’s name, or of any member of staff

 

Most complaints should be resolved following the above stages

 

  1. If at the stage 3 meeting, the parent and playgroup cannot agree on a solution, then an external mediator will be invited to help settle the complaint. This person will be acceptable to both parties, listen to both sides, and offer advice. A mediator has no legal powers, but can help to define the problem, review the action taken so far, and suggest ways in which it might be resolved. The mediator will keep all discussions confidential. She can hold separate meetings with the play leader, chairperson, and the parent, if it will be helpful. The mediator keeps a written record of the meeting and any advice given.

 

  1. When the mediator has concluded her investigations, she will draw up a final meeting with the play leader, chairperson, and parent. During this meeting a decision will be made on the action to be taken to deal with the complaint. The mediators’ advice is used to reach this conclusion. S/he may be present at this meeting if all parties think this will help a decision to be reached. Everyone involved signs a record and receives a copy. This signed record signifies that the procedure has concluded.

 

 

This will be logged in our Complaints Record Log, and will be totally confidential.

 

 

 

 

 

If you feel unable to deal with your complaint directly with the playgroup, you can contact Ofsted at:-

Complaints

The National Business Unit

Piccadilly Gate

Store Street

Manchester

M1 2WD

 

Ofsted Complaints Helpline Tel 0300 1231231

You can contact Ofsted at any stage of this complaints procedure.

 

REGULATIONS REQUIRE THAT WE GIVE AN ACCOUNT OF THE FINDINGS OF THE INVESTIGATION

INTO THE COMPLAINT AND ANY ACTION TAKEN TO THE PARENT WHO MADE THE COMPLAINT WITHIN 28 DAYS OF THE DATE OF THE COMPLAINT. 

All other parents will be informed of the complaint, and actions taken within 28 days of the complaint.

 

Records of complaints will be kept for at least 3 years

 

 

 

 

 

 

 

 

 

Reviewed August 2019

© 2015 by Hempsted Playgroup.

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