1.5 Complaints Procedure

We undertake to deal with all families in a warm, polite, courteous, and fair manner.

We understand that situations may arise when parents/carers feel they have a grievance or concern. We will be available both publicly (before or after the session) or privately (by appointment) to discuss any areas of concern.

We aim to resolve all situations in a speedy, fair, and satisfactory manner. We suggest that in the first instance a complaint should be dealt with verbally, through discussion with the parties involved to resolve the issue speedily. A record should be made that such a meeting has taken place using the Complaints Log.

The next step would be to put any complaint in writing addressed to the managers, Lianne Maltman or Peace Okyere. Their role would be to receive evidence from both parties, and in consultation with them, determine a suitable outcome of the complaint, which would then be put in writing. Both parties should sign it to show agreement. This process will take a maximum of 28 days.

In some circumstances, you can raise your complaint with Ofsted, if you feel that the preschool has not followed all registration requirements. To complain to Ofsted, you can email them: enquiries@ofsted.gov.uk or you can call them: 0300 123 4666

Reviewed: 05/10/2021