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health
safety
staff
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Compliments and Complaints PolicyCompliments
One way to improve our service is to understand what we do well; therefore, we will be available for parents to give positive feedback and compliments. You can do this by sending a message using the online portal, sending a message to 07818505469 or emailing [email protected]. Concerns/complaints A concern can be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurance is sought’ while a complaint can be defined as ‘an expression of dissatisfaction however made, about actions taken or lack of action’ (Best practice advice for school complaints procedures 2016’). The purpose of a complaints procedure is to provide families with the means to have any concern or complaint investigated in a fair and thorough manner, and to restore satisfaction and confidence in the service provided by Wild Monkeys or to remove the sense of grievance. We will agree with the parents and put in writing all the details of the childcare agreement between Wild Monkeys Childcare Ltd and the parents prior to the beginning of the childcare relationship. The latest versions of our policies & procedures will always be available to view via our website. We will encourage open dialogue in the relationship with the parents so that any misunderstandings can be sorted out. Expressing Concerns If a family feels worried, concerned, or dissatisfied with any aspect of their child’s care or of the service they receive from our staff team then the first stage is to express that concern to a member of staff informally in an appropriate space (away from the children, if possible). The child’s keyperson is the first contact point for our families, and most small concerns or worries are often swiftly corrected at this stage after a conversation about the issue. Concerns may also be raised over the phone, through email or via one of the online portal used. If the family member feels it is more appropriate (or they would feel more comfortable), then they can take their concern directly to the manager or deputy manager to discuss their worries/anxieties or to gain clarification of an issue. We will document the concern as appropriate. In the case of a phone call, the contents of the form shall be repeated to the family member, and they will be asked if they agree to its contents. If you feel your concern/complaint hasn’t been resolved you can make a formal complaint by contacting [email protected], or by phone on 07818 50 54 69. If a formal complaint is made against the manager or a member of staff relating to the Statutory Framework of the EYFS We will record the details of the complaint including:
We will tell the parents of any action we have taken or intend to take as a result of their findings. We will discuss with the parents the suitability of Wild Monkeys Childcare Ltd continuing to look after their child, unless the parents have already terminated the contract. We will seek legal advice as appropriate. We will contact Ofsted if required. If a formal complaint is made against the manager or a member of staff not relating to the Statutory Framework of the EYFS We will record the details of the complaint including:
We will attempt to discuss the nature of the complaint with the parents and resolve the complaint amicably. We will seek legal advice as appropriate. We will contact Ofsted if required. We will discuss with the parents the suitability of Wild Monkeys Childcare Ltd continuing to look after their child, unless the parents have already terminated the contract. If you wish to contact Ofsted concerning your child’s childcare, please follow the procedures outlined under ‘Complain about childcare’ at https://www.gov.uk/government/organisations/ofsted/about/complaints- procedure Code of Conduct We expect that at all stages of this process Nursery staff will treat all families with respect and courtesy, and in return we ask that families do the same for our staff team. It is fair and right that families can express their concern, their dissatisfaction, and their worries, however we ask that this is done in a confidential space, away from the children and that these matters are communicated in a calm and appropriate manner. Please see Parent/Carer behaviour policy.
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