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Compliant Policy



Introduction

LoveSpring Nursery School values open communication and positive partnerships with parents and carers. We are committed to addressing concerns promptly and fairly, using them as opportunities to improve our provision. This policy outlines our approach to handling complaints in a way that is respectful, transparent, and focused on finding constructive solutions.

We serve children aged 6 months to 5 years at our Coventry location (CV1 5HA), and our complaints procedure is designed to be accessible and responsive to the needs of families with young children.

1. Policy Aims and Principles

Our Commitment

When responding to complaints, we aim to:

  • Be impartial, fair, and non-confrontational
  • Respect confidentiality and treat all parties with courtesy
  • Provide prompt, clear, and effective responses
  • Ensure our decisions are reasonable and proportionate
  • Keep complainants informed throughout the process
  • Use complaints as learning opportunities for improvement
  • Make reasonable adjustments to accommodate individual needs

2. Legal Framework

2.1 Legislative Requirements

This policy meets the requirements of:

  • Early Years Foundation Stage (EYFS) Framework 2024
  • Education Act 2002
  • Children and Families Act 2014
  • Data Protection Act 2018
  • Equality Act 2010

2.2 EYFS Specific Requirements

Under the EYFS framework, we must:

  • Investigate written complaints about EYFS requirements within 28 days
  • Keep a record of all complaints and make them available to Ofsted on request
  • Notify parents of Ofsted inspections and provide inspection reports
  • Ensure complaints do not affect the quality of care provided to children

3. Understanding Concerns and Complaints

3.1 Definitions

Term Definition Typical Response
Concern An expression of worry or doubt seeking reassurance Informal discussion and clarification
Complaint An expression of dissatisfaction about actions or lack of action Formal investigation and response

3.2 Scope of This Policy

This policy covers complaints about:

  • Quality of care and education provided
  • Nursery policies and procedures
  • Staff conduct and professionalism
  • Facilities and resources
  • Communication and partnership with parents

Not Covered by This Policy

Separate procedures exist for:

  • Safeguarding concerns (follow Safeguarding Policy)
  • Staff grievances (follow Staff Grievance Procedure)
  • Admissions decisions (follow Admissions Policy)
  • Whistle-blowing (follow Whistle-blowing Policy)

4. Complaints Procedure Stages

4.1 Stage 1: Informal Resolution

Step Action Timescale
1. Raise Concern Speak directly with your child's key person or Room Leader As soon as concern arises
2. Discussion Informal meeting to understand and address concerns Within 3 school days
3. Resolution Agreed action and follow-up Within 5 school days

Informal Approach Benefits

Most concerns can be resolved quickly and effectively through informal discussion. This approach:

  • Maintains positive relationships
  • Provides immediate solutions
  • Reduces stress for all involved
  • Addresses issues before they escalate

4.2 Stage 2: Formal Complaint

Formal Complaint Process

  1. Submit Complaint: In writing to Nursery Manager
  2. Acknowledgement: Written confirmation within 3 school days
  3. Investigation: Thorough review by Nursery Manager
  4. Meeting: Discussion with all relevant parties
  5. Written Response: Full findings and proposed actions
  6. Follow-up: Check resolution is effective

4.3 Stage 3: Panel Review

If unresolved at Stage 2, a review panel will be convened:

Panel Composition Process Outcome
2 independent governors + 1 independent member Formal hearing with all parties Binding decision within 15 school days
Independent chair selected Written and oral evidence considered Detailed written findings provided
Clerk to administer process Right to be accompanied Recommendations for improvement

5. Timescales and Communication

5.1 Complaint Time Limits

Stage Maximum Timescale Extensions
Informal Resolution 5 school days By mutual agreement
Formal Investigation 15 school days With explanation to complainant
Panel Review 20 school days Exceptional circumstances only
EYFS Complaints 28 calendar days Must meet statutory requirement

5.2 Communication Principles

  • Regular updates provided throughout the process
  • Clear explanations for any delays
  • Confidentiality maintained at all times
  • Respectful and professional language used
  • Accessible formats available on request

6. Roles and Responsibilities

6.1 Key Roles

Role Responsibilities Contact
Complaints Coordinator Oversee process, maintain records, ensure timelines Nursery Manager
Stage 1 Investigator Initial fact-finding, informal resolution Room Leader/Key Person
Stage 2 Investigator Formal investigation, written response Nursery Manager
Panel Chair Lead review panel, ensure fair process Independent Governor
Clerk Administer panel, record minutes Governance Professional

6.2 Complainant's Responsibilities

  • Raise concerns promptly and provide relevant information
  • Treat staff with respect and courtesy
  • Cooperate with the investigation process
  • Maintain confidentiality about the process
  • Respond to communications in a timely manner

7. Special Circumstances

7.1 Complaints About Senior Staff

Complaints about the Nursery Manager or Owner are handled with additional independence:

  • Referred directly to the Chair of Governors
  • Independent investigator appointed if needed
  • Full governing body oversight
  • External mediation considered where appropriate

7.2 Unreasonable Complaints

Managing Persistent Complaints

We may implement communication strategies for unreasonable complaints including:

  • Designated single point of contact
  • Limited contact frequency
  • Requirement for written communication only
  • Third-party representation
  • In extreme cases, restriction from nursery premises

8. Record Keeping and Learning

8.1 Confidential Records

Record Type Retention Period Access
Informal Concerns 1 year Management team only
Formal Complaints 6 years Authorised personnel + Ofsted
Panel Reviews 6 years Governing body + parties involved
EYFS Complaints 6 years Available to Ofsted on request

8.2 Learning from Complaints

Continuous Improvement

  • Regular analysis of complaint themes and patterns
  • Staff training based on learning from complaints
  • Policy reviews informed by complaint outcomes
  • Sharing learning across the nursery team
  • Implementation of improvement actions

9. External Referrals

9.1 Ofsted Complaints

If you remain dissatisfied after completing our procedure, you can contact Ofsted:

  • Telephone: 0300 123 4666
  • Email: enquiries@ofsted.gov.uk
  • Online: GOV.UK Ofsted contact form
  • Post: Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD

9.2 Other Support Services

Additional support available from:

  • Family Information Service: Local authority support and advice
  • Citizens Advice: Independent guidance on complaints procedures
  • Childcare Works: Sector-specific advice and support

10. Contact Information

Complaints Coordinator: [Nursery Manager's Name]

Initial Concerns: Speak to your child's Key Person or Room Leader

Formal Complaints: manager@lovespringnursery.co.uk

Chair of Governors: [Chair's Name] - via nursery address

LoveSpring Nursery School: Coventry, CV1 5HA

Telephone: +44 (0)24 1234 5678

Date of Policy: [Current Date]

Last Reviewed: [Current Date]

Next Review Due: [One year from current date]

Signed: _________________________

Position: Nursery Manager/Owner, LoveSpring Nursery School

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