sun

Sunrise Nursery

Complaints

Sunrise Nursery is committed to providing a safe, stimulating, consistent and accessible service to children and their parents/carers.  We always aim to provide high quality services for everyone, but accept that sometimes things do not always go to plan.  In such circumstances, we would like to know so that we can put them right and learn from our mistakes.

 

This policy constitutes Sunrise Nursery’s formal Complaints Procedure. Under normal circumstances the Managing Director will be responsible for managing complaints.  All complaints made to staff will be recorded in detail in the Complaints File.

 

1) If a parent or carer has a complaint about some aspect of the Sunrise Nursery, or about the conduct of an individual member of staff, it will often be possible to resolve the problem by simply speaking to the individual concerned and to the Manager.  As outlined in the Partnership with Parents and Carers policy, Sunrise Nursery is committed to open and regular dialogue with parents and carers and we welcome all comments on our services, regardless of whether they are positive or negative.

 

In the first instance, parents or carers are encouraged to speak directly to the relevant member of staff, if deemed appropriate.  If not, the Manager, should be approached and she will try to resolve the problem.  If a satisfactory resolution cannot be found, then the Managing Director needs to be involded to try to resolve the problem.

 

If informal discussions of a complaint or problem have not produced a satisfactory resolution to the situation, parents and carers should put their complaint in detail and in writing to Fran Marriott.  Relevant names, dates, evidence and any other important information about the nature of the complaint should be included.

 

Sunrise Nursery will acknowledge receipt of the complaint as soon as possible – within three working days at least – and fully investigate the matter within 15 working days. If there is any delay, we will advise the parent or carers of this and offer an explanation.  Fran Marriott will be responsible for sending them a full and formal response to the complaint.

 

If Fran Marriott has good reason to believe that the situation has child protection implications, she should inform the designated Child Protection Officer and ensure that the local social services department is contacted, according to the procedure set out in our Child Protection policy.  If any party involved in the complaint has good reason to believe that a criminal offence has been committed, then they will contact the police.

 

The formal response to the complaint from Sunrise Nursery will be sent to the parent or carer concerned and copied to all relevant members of staff if appropriate.  The response will include recommendations for dealing with the complaint and for any amendments to Sunrise Nursery’s policies or procedures emerging from the investigation.

 

Fran Marriott will arrange a time to meet the parent or carer concerned and any other relevant individuals, such as members of staff, to discuss the complaint and our response to it. She will judge if it is best for all parties to meet together or if individual meetings are more appropriate.

 

If at the conclusion of this process parents or carers remain dissatisfied with the response they have received, the original complaint along with Sunrise Nursery’s response should  be passed to Ofsted.

 

Ofsted can be contacted in the following ways:

Via the Internet @ www.ofsted.gov.uk            

By Telephone on 0845 404040            

By email at enquiries@ofsted.gov.uk

By mail to Royal Exchange Buildings, St Ann’s Square, Manchester, M2 7LA

 

Sunrise Nursery's Ofsted Registration Number is 134848

 

Any parent or carer can, at any time, submit a complaint to Ofsted about any aspect of registered childcare provision.

Ofsted will consider and investigate all complaints received.

 

 

 

 

 

 

.........................................................................................................................................................................................................................................................................................................................