Complaints and compliments


Complaints and Compliments
EYFS: 3.74, 3.75
At Loving Hands International Nursery School we believe that parents are entitled to expect
courtesy and prompt, careful attention to their individual needs and wishes. We hope that at all
times parents are happy with the service provided and we encourage parents to voice their
appreciation to the staff concerned.
We record all compliments and share these with staff.
We welcome any suggestions from parents on how we can improve our services, and will give
prompt and serious attention to any concerns that parents may have. Any concerns will be dealt with
professionally and promptly to ensure that any issues arising from them are handled effectively and
to ensure the welfare of all children, enable ongoing cooperative partnership with parents and to
continually improve the quality of the nursery.
We have a formal procedure for dealing with complaints where we are not able to resolve a concern.
Where any concern or complaint relates to child protection, we follow our Safeguarding and Child
Protection Policies.
Internal complaints procedure
Stage 1
If any parent should have cause for concern or any queries regarding the care or early learning
provided by the nursery, they should in the first instance take it up with the child's key person or a
senior member of staff/room leader.
Stage 2
If the issue remains unresolved or parents feel they have received an unsatisfactory outcome, then
they must present their concerns in writing as a formal complaint to the nursery manager. The
manager will then investigate the complaint and report back to the parent within 28 days. The
manager will document the complaint fully and the actions taken in relation to it in the complaints
log book.
(Most complaints are usually resolved informally at stage 1 or 2.)
Stage 3
If the matter is still not resolved, the nursery will hold a formal meeting between the manager,
parent and a senior staff member to ensure that it is dealt with comprehensively. The nursery will
make a record of the meeting and document any actions. All parties present at the meeting will
review the accuracy of the record, and be asked to sign to agree it and receive a copy. This will
signify the conclusion of the procedure.
Stage 4
If the matter cannot be resolved to their satisfaction, then parents have the right to raise the matter
with Ofsted. Parents are made aware that they can contact Ofsted at any time they have a concern,
including at all stages of the complaints procedure, and are given information on how to contact
Ofsted. Ofsted is the registering authority for nurseries in England and investigates all complaints
that suggest a provider may not be meeting the requirements of the nursery’s registration. It risk
assesses all complaints made and may visit the nursery to carry out a full inspection where it
believes requirements are not met.
A record of complaints will be kept in the nursery. The record will include the name of the
complainant, the nature of the complaint, date and time complaint received, action(s) taken, result
of any investigations and any information given to the complainant including a dated response.
Parents will be able to access this record if they wish to; however, all personal details relating to any
complaint will be stored confidentially and will be only accessible by the parties involved. Ofsted
inspectors will have access to this record at any time during visits to ensure actions have been met
Contact details for Ofsted:
Telephone: 0300 123 1231
By post:
Piccadilly Gate
Store Street
M1 2WD
Parents will also be informed if the nursery becomes aware that they are going to be inspected and
after inspection the nursery will provide a copy of the report to parents and/or carers of children attending on a regular basis