Complaints Policy
We aim to provide the highest quality education and care for all 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 our group 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 the setting manager.
If this does not have a satisfactory outcome within two weeks, or if the problem recurs, the parent should put the concerns or complaint in writing and request a meeting with the setting manager. Both parents and the leader should have a friend or partner 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.
As per EYFS requirements, the setting will respond and notify complainants of the outcome of the investigation within twenty-eight (28) days of having received the complaint, in writing.
If the matter is still not sorted out to the parent’s satisfaction, the parent should again contact the owner.
If parent and group cannot reach agreement, it might be helpful to invite an external mediator, one who is acceptable to both parties, to listen to both sides and offer advice. A mediator has no legal powers but can help to clarify the situation. Staff or volunteers from Wokingham Borough Council will be available to act as mediator if both parties wish it.
The mediator will help define the problem, review the action so far and suggest further ways in which it might be resolved.
The mediator will keep all discussion confidential. S/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 s/he has given.
The Role of The Registering Authority
In some circumstances, it will be necessary to bring in the registering body (Ofsted). OFSTED COMPLAINTS: Ofsted Piccadilly Gate, Store Street, Manchester M1 2WD Telephone 0370 000. 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 Redwood early Years would be informed and would work with the social services department
to ensure a proper investigation of the complaint followed by appropriate action.
We believe that most complaints are made constructively and can be sorted out at an early stage. We also believe that it is in the best interests of the setting and parents that complaints should be taken seriously and dealt with fairly and in a way which respects confidentiality.