Statement of Intent
Kingfisher believe that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our setting and will give prompt and serious attention to any concerns regarding the setting.
Our Complaints Policy is issued to all families as part of the registration process. It is also available on our website.
We anticipate that most concerns can be resolved quickly by an informal approach. If this does not achieve the desired result, we have a protocol for dealing with concerns and complaints. We aim to bring all concerns to a satisfactory conclusion for all parties involved.
Any complaints about the way in which a child receives their funding, should make it directly to Senior Management.
It is a requirement for any childcare settings to keep a written record of any complaints which reach Stage 2 or higher. This is made available to parents and Ofsted inspectors on request.
A copy of this policy is included in the registration pack, but is also available on request.
Making a complaint
- Any parent who has a concern, which can’t be resolved by a member of staff informally, should talk it over with a member of the Senior Management Team (SMT) made up of Manager and Deputy Manager
- Most complaints should be resolved amicably and informally at this stage
- We record the issue and how it was resolved in the child’s file
- If this approach does not obtain a satisfactory result or if the issue reoccurs, it is moved to Stage 2
- At this stage the parent puts the concern/complaint in writing, with supporting evidence if applicable
- For parents who are not comfortable putting the complaint into writing, a template is available or the manager can write the complaint and signed by the parent
- Kingfisher stores all information relating to written complaints in the child personal file. However, complaints that reach this stage, may be required to be stored in their own file designated to this complaint
- When the investigation into the complaint has been completed, the SMT will organise a meeting to discuss the outcome
- The parent will also receive a written report about the investigation within 28 days of making the complaint
- If the complaint is resolved at this stage, we log the summative points in our Complaint Investigation Record, which is available to Ofsted
- If the parent is not satisfied with the outcome of the investigation, they move to Stage 3
- If the complaint is taken to Stage 3, the parent should have another meeting with management, where they are able to bring someone else for support.
- A written record of the meeting minutes is recorded, including decisions made and action plan. These are to be agreed by all parties and signed and a copy is distributed to all parties
- By signing that they agree to the minutes and the action plan set out. This signifies the complaint procedure is concluded. Summative points again recorded as in Stage 2
- If an agreement can’t be made, it is moved into Stage 4
- At this point an external mediator will be
invited in to assist in settling the complaint
- this person should be appropriate and acceptable to both parties
- They should listen to both parties, either separate or together, and offer advice
- The mediator has no legal powers, but can help to define what the problem is, review previous action taken and suggests further alternatives to resolve the situation
- All discussions with the mediator are confidential
- Meeting minutes and advice given will be recorded and kept by the mediator
- A final meeting is arranged between the parent and manager
- This is to make the final attempts to resolve the complaint, using the advice of the mediator to help reach the conclusion
- Mediator can be present if all parties agree that this will help
- Minute’s, including agreed action to be made, are taken and recorded, which is to be signed by all in attendance, and distributed to all those involved.
- The signing of the minutes signifies that all involved are in agreement over the action to be taken and therefore shoes that the procedure has been concluded
Role of Ofsted in Complaints
Parents are free to approach Ofsted directly at any stage of the complaint procedure. This is particularly the case if there is a potential breach of our registration requirements. The contact details for Ofsted, which can be found on the notice board in the entrance hall, they are:
- Ofsted National Business Unit, Piccadilly Gate, Store Street, Manchester, M1 2WD
- 0300 123 1231
If the complaint is regarding the safety of a child, then the situation will be reported in line with our Safeguarding Policy, where a referral will be made to the Local Authority Designated Officer. We will conduct/assist with any external investigation. Any appropriate action will be taken at the end of the investigation.
A record of the complaint is kept for at least 3 years. This record should include date, circumstance of complaint and how it was managed. The outcome of all complaints is to be recorded in our Complaint Investigation Record. Please request our Data Protection policies and procedures for further information.
Where parents/carers are not satisfied that their child is receiving the free entitlement in the correct way (as set out in the funding agreement and in Early Education and Childcare Statutory guidance for local authorities), a complaint can be submitted directly to Sally Lee