COMPLIMENTS CONCERNS COMPLAINTS October 2011


We aim to work in close partnership with all parents to meet the needs of their children. Maintaining good communication between both parties aids this.

Compliments:-
can be added to our child minding records at any time by calling Ofsted's Early Years Helpline 0300 123 1231

Concerns:-
please immediately bring to our attention any aspect of our service you are not happy with so that every effort can made to resolve the matter

Complaints:-
should you have a complaint please bring it to our notice immediately.
We will consider the issues raised and endeavour to resolve them quickly. If your complaint requires in depth discussion and privacy we will arrange a mutually convenient, preferably child-free time during which we will try to resolve it.

We will investigate all complaints made in writing from parents where these relate to the Early Years Foundation Stage. We will provide the parent who made the complaint with an account of the findings and of any action taken as a result within 28 days.

Following receipt of a formal written complaint, we will inform Ofsted within 14 days.

We will make a written record of complaints, any action taken, and the outcome of any investigation, and provide Ofsted, on request, with a written record of all complaints within a specified period and the action taken as a result of each complaint. Records will be retained for at least 3 years.

The following information will be recorded:
• The name of the person making the complaint
• The EYFS requirement(s) to which the complaint relates
• The nature of the complaint
• The date and time of the complaint
• Any action taken in response to the complaint
• The outcome of the complaint investigation
for example, ways the service has improved)
• Details of the information and findings that were given to the
person making the complaint, including any action taken

If the complaint cannot be resolved or if the complaint is of a serious nature and you feel you cannot discuss it with us please contact Ofsted. Should you make a complaint about us direct to Ofsted, they will investigate to check that we are complying with the EYFS,
or inspect us to see if we are meeting the requirements of registration on the Childcare Register and remain suitable to provide childcare.

Where there are child protection allegations about a provider, Ofsted will refer the complaint to the appropriate agency and take any necessary action themselves about the continued registration of the provider.

Ofsted
The National Business Unit
Piccadilly Gate
Store Street
Manchester M1 2WD
Tel: 0300 123 1231
www.ofsted.gov.uk/parents


Ofsted leaflet Building better children’s services: concerns and complaints about childcare providers, Ref No. 070154 can be downloaded from the Ofsted website.
Statutory Framework for the Early Years Foundation Stage, ref: 00013-2007BKT-EN and Practice Guidance for the Early Years Foundation Stage, ref: 00012-2007BKT-EN can be downloaded from www.everychildmatters.gov.uk

Other useful telephone numbers:-
FYi 0800 3898312 ChildcareLink 0800 2 346346



Wendy & Louis Bernardelle
The Wendy House N12