At Clare House Nursery we are committed to providing a high-quality, inclusive and welcoming environment for all children, families, visitors and professionals. We value positive relationships with our families and encourage open communication. We recognise that from time-to-time concerns or complaints may arise and are committed to resolving these promptly, fairly and professionally.

We view complaints as an opportunity to reflect on our practice, improve the quality of our provision and strengthen the service we provide. Every complaint will be taken seriously and investigated objectively, ensuring that all parties are treated with dignity, respect and confidentiality throughout the process.

This policy is written in accordance with the:

• Early Years Foundation Stage (EYFS) Statutory Framework
• Childcare Act 2006
• Working Together to Safeguard Children (latest edition)
• Data Protection Act 2018 and UK General Data Protection Regulation (UK GDPR)
• Equality Act 2010

The aim of our complaint’s procedure

The aim of this policy is to ensure that any concerns, comments or complaints are managed fairly, consistently and promptly in a way that promotes positive relationships with children, families, staff and visitors.

Clare House Nursery is committed to providing a high-quality, inclusive and welcoming environment where feedback is valued and viewed as an opportunity to reflect, learn and continuously improve our practice. We encourage parents, carers and professionals to raise concerns as soon as they arise so that they can be addressed quickly and effectively.

We will ensure that all complaints are listened to respectfully, investigated impartially and responded to in accordance with the requirements of the Early Years Foundation Stage (EYFS). Throughout the process we will maintain confidentiality, keep accurate records and, where appropriate, implement improvements to enhance the quality of our care and education.

Our aim is to resolve concerns at the earliest opportunity while always placing the safety, wellbeing and best interests of children at the heart of every decision.

Our standards for handling complaints

When managing complaints, we will:

• Treat all complainants with courtesy, respect, fairness and impartiality throughout the complaints process. We ask that all communication with our staff is conducted in the same respectful manner.
• Acknowledge complaints promptly and investigate them thoroughly, keeping the complainant informed of progress wherever appropriate.
• Handle all complaints confidentially and in accordance with the Data Protection Act 2018 and UK General Data Protection Regulation (UK GDPR). Information will only be shared with those who need to know in order to investigate and resolve the complaint. Where a complaint raises a safeguarding concern, information will be shared with the appropriate agencies in line with our Safeguarding and Child Protection Policy.
• Ensure that no individual is treated less favourably because they have raised a genuine concern or complaint.
• Treat all complainants fairly and without discrimination, in accordance with our Equality, Diversity and Inclusion Policy and the Equality Act 2010.
• Maintain clear and accurate written records of formal complaints, the investigation undertaken, actions taken and the outcome, in accordance with the requirements of the Early Years Foundation Stage (EYFS).
• Use complaints as an opportunity to reflect on our practice, identify learning and continuously improve the quality of our provision.

Informal Complaints

At Clare House Nursery, we encourage parents, carers and professionals to raise any concerns as soon as they arise so that they can be addressed promptly and positively.

To ensure that all concerns and complaints are managed fairly, consistently and in accordance with our Complaints Policy, all complaints and formal concerns should be raised directly with the Nursery Management Team.

Our Nursery Management Team consists of:

• Jayne Windsor – Nursery Manager
• Karen Robotham – Deputy Manager

Parents, carers and professionals may speak to either Jayne or Karen in person, by telephone or by email. If you initially raise a concern with another member of staff, they will listen to your concern respectfully and refer it immediately to Jayne or Karen, who will take responsibility for managing the complaint.

Where possible, concerns will be resolved promptly through informal discussion with a member of the Nursery Management Team. If the concern cannot be resolved informally, or if it is of a more serious nature, it will be managed as a formal complaint in accordance with the nursery’s Complaints Procedure.

Where a concern is resolved informally, no further action will normally be required. However, the nursery may keep a confidential record of the concern and any actions taken to support good practice, identify any recurring themes and promote the continuous improvement of our service.

Should your complaint relate to either the Nursery Manager or Deputy Manager, the complaint should be referred directly to the Chair of the Management Committee, who will manage the complaint independently in accordance with this policy.

Formal Complaints

All formal complaints must be done in writing so that we can hold a record of this and act upon the complaint appropriately:

Please email admin@clarehouse.org.uk

The formal complaints process has the following stages:

Stage 1

The Manager of nursery –Jayne Windsor will log your complaint including the date, personal contact details of the complainant and the nature of the complaint.

Where the complaint may be about the settings manager please see: The deputy Manager- Karen Robotham, and she will be named lead professional during this process.

Where the complaint may be regarding both the setting manager and the deputy manager: Please send complaint in via an email addressed as: Complaint FAO Marie Baker (Committee Chair) and this will be forwarded on to her. Marie Baker will then be your named lead professional during the process.

Nursery Management Team will listen to your concerns and may ask you to confirm your complaint in writing. This helps to ensure that we have an accurate record of your concerns, that no important information is overlooked, and that the investigation is based on the information you wish us to consider. Where a complainant is unable to submit a written complaint, the Nursery Management Team will offer appropriate support to record the complaint accurately.

Written complaints will be acknowledged within 24 hours (or the next working day if received outside normal nursery opening hours).

Your complaint will be investigated by Jayne Windsor (Nursery Manager) or Karen Robotham (Deputy Manager), unless the complaint relates to either of these individuals, in which case the complaint will be referred to the Chair of the Management Committee.

During the investigation we may contact you to clarify information, obtain further details or discuss the concerns raised. We may also speak with relevant members of staff or other professionals and review any appropriate records to ensure that the investigation is fair, thorough and impartial.

Following the investigation, the Nursery Management Team will contact you to discuss the findings, explain any actions taken and, where appropriate, agree a resolution. We will normally contact you by telephone; however, if you would prefer to receive our response in writing, please let us know and we will accommodate your request wherever possible.

We aim to investigate and resolve complaints as promptly as possible. In accordance with the Early Years Foundation Stage (EYFS), you will receive a written outcome of the investigation within 28 days of us receiving your complaint. If, due to the complexity of the complaint, this timescale cannot be met, we will keep you informed of the progress of the investigation and explain the reasons for any delay.

Stage 2 – Escalation of a Complaint

We hope that concerns and complaints can be resolved during Stage 1 through discussion with the Nursery Management Team. However, if you remain dissatisfied with the outcome, you may request that your complaint is escalated to Stage 2.

At this stage, the complaint will be referred to the Chair of the Management Committee, who will independently review:

• The original complaint.
• The investigation undertaken at Stage 1.
• Any evidence or documentation gathered.
• The outcome and actions taken.
• Any additional information provided by the complainant.

The Chair of the Management Committee may contact you to obtain further information or clarification before reaching a decision.

Following the review, you will receive a written response detailing the findings of the investigation, any actions taken and the final outcome of the complaint.

In accordance with the Early Years Foundation Stage (EYFS), we aim to conclude all formal complaints and provide a written outcome within 28 days of receiving the complaint. Where a complaint is particularly complex and requires additional time, you will be kept informed of the progress of the investigation and the reasons for any delay.

Complaints Involving a Member of Staff

Where a complaint concerns the conduct or behaviour of a member of staff, volunteer or student, the Nursery Manager (or, where appropriate, the Chair of the Management Committee) will assess the nature of the concern and determine the appropriate course of action.

If the complaint raises a safeguarding concern or an allegation that an adult has:

• Behaved in a way that has harmed, or may have harmed, a child;
• Possibly committed a criminal offence against or related to a child;
• Behaved towards a child or children in a way that indicates they may pose a risk of harm; or
• Behaved in a way that may indicate they are unsuitable to work with children,

the nursery will immediately follow its Safeguarding and Child Protection Policy and the statutory guidance for managing allegations against adults working with children.

This may include consultation with the Local Authority Designated Officer (LADO), Children’s Social Care, the Police, Ofsted and the nursery’s Human Resources provider where appropriate.

Where necessary, the Chair of the Management Committee will also be informed. Suspension will not be an automatic response and will only be considered where there is no reasonable alternative to safeguard children or protect the integrity of the investigation.

Any complaint that does not meet the threshold for a safeguarding allegation but raises concerns about professional conduct will be managed through the nursery’s staff conduct, supervision and disciplinary procedures, with advice sought from Human Resources where appropriate.

Involvement of Human Resources (HR)

Most complaints will be investigated and managed by the Nursery Manager or Deputy Manager.

However, the Nursery may seek advice from its Human Resources (HR) provider where a complaint:

• Involves allegations of misconduct or inappropriate behaviour by a member of staff.
• May result in disciplinary action or formal capability procedures.
• Relates to employment law, contractual matters or staff welfare.
• Involves bullying, harassment, discrimination or victimisation.
• Requires advice on employment legislation or the nursery’s disciplinary procedures.
• Raises concerns that may have legal implications for the nursery as an employer.

Where a complaint includes a safeguarding allegation against a member of staff, volunteer or student, the nursery will immediately follow its Safeguarding and Child Protection Policy. The Local Authority Designated Officer (LADO) will be contacted where the allegation meets the threshold, and HR advice will be sought where appropriate to ensure employment procedures are followed alongside safeguarding procedures.

Duties of the Employer and Employee

Clare House Nursery has a duty of care to both the children in our care and to all employees, volunteers and students working within the setting.

Any allegation or concern regarding the behaviour of an adult working with children will be managed promptly, fairly, consistently and in accordance with the nursery’s Safeguarding and Child Protection Policy and relevant statutory guidance.

The nursery will:

• Take immediate action to safeguard any child who may be at risk.
• Ensure that any allegation is managed sensitively, fairly and confidentially.
• Seek advice from the Local Authority Designated Officer (LADO) where appropriate and follow the advice provided.
• Provide appropriate support to any member of staff who is the subject of an allegation, including appointing a named contact where appropriate, particularly if they are suspended or temporarily removed from duties.
• Ensure that the member of staff is kept informed of the process, where this does not compromise any investigation by external agencies.
• Seek advice from the nursery’s Human Resources provider where employment or disciplinary matters need to be considered.
• Maintain accurate, factual and confidential records throughout the process.

Employees also have a responsibility to:

• Cooperate fully with any investigation.
• Maintain confidentiality throughout the process.
• Continue to comply with the nursery’s Code of Conduct and Safeguarding and Child Protection Policy.
• Report any safeguarding concerns immediately to the Nursery Manager or Designated Safeguarding Lead.

The nursery recognises that allegations can be distressing for everyone involved. We are committed to ensuring that all allegations are managed in a manner that protects children, supports staff and upholds the principles of fairness, natural justice and confidentiality.

 

 

If You Remain Dissatisfied

We hope that all concerns and complaints can be resolved through the nursery’s complaints procedure. However, if you remain dissatisfied after the complaints process has been completed, or you believe that Clare House Nursery is not meeting the requirements of the Early Years Foundation Stage (EYFS), you have the right to contact Ofsted.

The Nursery Manager will fully cooperate with any investigation undertaken by Ofsted and will provide any relevant records and documentation relating to the complaint, where requested.

Parents and carers can contact Ofsted using the details below:

Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD

Telephone: 0300 123 1231

Online: www.gov.uk/government/organisations/ofsted