At The Outdoor Pre-school we strive to develop a positive dialogue and partnership between parents and carers and to foster a close partnership at all times.
If you have any positive feedback about any aspects of our practice then we would be extremely grateful if you could share this with us so we can share this with the team. Feedback can be shared either verbally, by email, by the contact form on the website or in the letter box situated outside the classroom.
At The Outdoor Pre-school we believe that parents, carers and children are entitled to expect courtesy and prompt, careful attention to their individual needs and wishes. We hope that at all times parents and carers are happy with the service we provide and we encourage parents to voice their appreciation to the staff concerned.
All compliments will be recorded and shared with staff.
We welcome any suggestions from parents and carers on how we can improve our services, and will give prompt and serious attention to any concerns that you 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 carers and to continually improve the quality of the pre-school.
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/Child Protection Policy.
Internal complaints procedure
Stage 1
If any parent or carer should have cause for concern or any queries regarding the care or early learning provided by the pre-school, 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 or carers feel they have received an unsatisfactory outcome, then they must present their concerns in writing as a formal complaint to the Pre-school Manager. The Manager will then investigate the complaint and report back to the parent or carer within 7 working 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 pre-school will hold a formal meeting between the Manager, parent or carer and a senior staff member to ensure that it is dealt with comprehensively. The pre-school 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 is still not resolved, or the complaint is about the Pre-school Manager, then parents or carers may ask the matter to be referred to the pre-school’s Director. She will then investigate further and arrange a formal meeting within 7 working days. The pre-school Director 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.
Stage 5
If the matter cannot be resolved to their satisfaction, then parents or carers have the right to raise the matter with Ofsted. Parents and carers are made aware that they can contact Ofsted at any time they have a concern, including at all stages of the complaints procedure.
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 pre-school’s registration. It risk assesses all complaints made and may visit the pre-school to carry out a full inspection where it believes requirements are not met.
A record of complaints will be kept in the pre-school. 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 and carers will be able to access this record if they wish; 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 appropriately.
Contact details for Ofsted:
Email: enquiries@ofsted.gov.uk
Telephone: 0300 123 1231
By post:
Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD
Parents or carers will also be informed if the pre-school becomes aware that they are going to be inspected and after inspection the pre-school will provide a copy of the report to parents and/or carers of children attending on a regular basis.
The Outdoor Pre-school 