Complaints Policy

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Policy Overview #

The purpose of this policy is to establish our company’s procedures for addressing complaints raised by parents. At The Norfolk Childcare Company LTD, our primary focus is to deliver exceptional childcare services. We firmly believe that fostering strong collaboration with parents and caregivers is crucial to enhancing our service. Therefore, we are committed to promptly and constructively addressing any suggestions, complaints, or concerns that may arise.

The intention of this Policy is to: #

• Give staff a guide on how complaints should be handled.
• Make staff are aware of how to respond to a complaint or concern that is raised by a parent, carer or external party.
• To give parents an overview of the complaints process in case they need to raise a concern.
• To offer parents guidance on how to proceed in the event of dissatisfaction and seek further resolution of their concerns.

Who is this policy aimed at? #

This policy applies to all The Norfolk Childcare Company LTD employees, Volunteers, students, temporary staff, or anyone working for or on behalf of The Norfolk Childcare Company LTD.

Where does this Policy Apply? #

• Any location The Norfolk Childcare Company LTD operates

Fundamental Principles of the Complaints Policy #

The objective of this policy is to ensure that parents/carers are well-informed about the process of raising concerns or lodging complaints, while also providing clarity on what they can expect from The Norfolk Childcare Company. The following principles govern our approach:

• Timely Acknowledgment: All formal complaints will be acknowledged within three working days upon receipt.
• Investigation Timeline: Written complaints will be thoroughly investigated within a period of 10 working days. In exceptional circumstances where this timeframe cannot be met, the complainant will be promptly notified about the extension and the reasons behind it.
• Communication Method: Responses to written, emailed, or app messaged complaints will be conveyed via email to the designated address of a parent/carer with parental responsibility unless an alternative arrangement has been mutually agreed upon with the establishment.
• Fair and Sensitive Handling: Complaints will be addressed promptly, ensuring fair treatment and sensitivity throughout the process.

By adhering to these principles, we aim to foster a transparent and effective system for managing complaints, thus demonstrating our commitment to resolving concerns in a satisfactory manner.

Types of Complaints #

Informal Complaint or Informal Resolution #

For the majority of concerns and complaints, we encourage parents to initially engage in informal discussions with their child’s Keyworker or Room Leader. These individuals are dedicated to finding swift resolutions that meet your satisfaction. In some cases, your child’s Keyworker may involve the Room Leader or Setting Manager for additional support and guidance.

If you feel that your Keyworker may not be the most suitable person to handle the situation, you have the option to approach the Setting Manager directly. We are committed to ensuring that your concerns are addressed appropriately.

However, in situations where the seriousness of the complaint warrants a formal approach, we advise following the formal complaints procedure. This procedure ensures a structured and thorough approach to addressing the matter in question.

Formal Complaint #

In cases where managing your complaint informally has not been appropriate or feasible, or if you remain dissatisfied with the informal response, you have the option to escalate your concern through the formal complaints process. To initiate a formal complaint, you can address it via email or request an appointment to discuss the matter with your setting manager.

If the matter is of a serious nature a manager may forward your complaint to a director to investigate the complaint.

Complaints Procedure #

Informal Complaints #

• Importance of All Complaints: Regardless of their perceived significance, all complaints should be treated with utmost seriousness and attention.
• Referral to Room Leader: Nursery staff receiving a complaint should promptly refer it to the Room Leader. The Room Leader, in collaboration with the child’s Keyworker, should strive to address the issue immediately, if feasible.
• Escalation to Nursery Manager: If the Keyworker/Room Leader is unable to resolve the problem immediately, the complaint should be escalated to the Nursery Manager for further attention.
• Polite and Confidential Communication: All interactions with the complainant should be conducted with politeness, courtesy, and empathy. Complaints should be handled in a confidential manner to respect the privacy of all parties involved.
• Calm and Respectful Conduct: Staff members should maintain a calm and respectful demeanour throughout the complaint resolution process.
• Avoiding Blame and Excuses: It is important for staff members not to accept blame, make excuses, or shift blame onto other staff members during the complaint resolution process.
• Proposing a Resolution: Following a thorough discussion of the problem, the Nursery Manager or Keyworker/Room Leader handling the complaint should suggest a course of action to resolve the matter. If the proposed course of action is acceptable to the complainant, the staff member should clearly communicate the agreement and establish a method for relaying the complaint’s resolution (e.g., through a subsequent meeting, email, or the Famly app).
• Unacceptable Proposed Action: If the suggested plan of action is not acceptable to the complainant, the Keyworker/Room Leader or Nursery Manager should encourage the complainant to submit their complaint formally through the establishment’s designated process.
• Reporting to Directors: In both cases, detailed information regarding the complaint should be forwarded to a Director via email.

Formal Complaints #

• When a complaint is received in writing, email or when a serious complaint is made, it should be made to your setting manager, who should ensure that the complaint receives an acknowledgement email within 3 working days. One of the managers will be the named person who deals with the complaint throughout the process.
• If necessary, further details should be obtained from the complainant.
• Immediately upon receipt of the complaint, the establishment should launch an investigation and within 10 working days should be able to provide a full explanation to the complainant via email.
• On sending a report of the investigation, an offer of a meeting to discuss the result will be offered.
• If the issues are too complex to complete the investigation within 10 working days, the complainant should be informed of any delays.
• If a meeting is requested meeting, a detailed explanation of the investigation results should be given.
• Such a meeting allows the establishment to show the complainant that the matter has been taken seriously and has been thoroughly investigated.
• The outcomes of the investigation and the meeting should be recorded on appropriate documentation, and any shortcomings in the establishment’s procedures should be identified and acted upon.
• The Norfolk Childcare Company will keep details of complaints and their outcome on record for 5 years. Complaints records and procedures should be reviewed regularly.

Further Complaints & Appeals #

• Should you find yourself dissatisfied with your setting manager’s decision, or if your complaint pertains to the conduct of your setting manager, you have the option to formally request a director to conduct a thorough review of your complaint.
• We kindly request an extension of an additional 10 working days to facilitate a comprehensive investigation of the matter. This extension is necessary to allow the Director ample time to thoroughly review all the information and progress made thus far.
• Upon the conclusion of the investigation, the appointed Director will make contact with you via email to communicate their findings and resolution. Additionally, you will have the opportunity to schedule a meeting should you wish to discuss the outcome in further detail.

Making a Complaint to OFSTED #

If a parent or carer does not feel that the investigation satisfactorily answered their complaint they can submit a complaint to OFSTED.

The OFSTED regulator for The Norfolk Childcare Company is:

Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD
0300 123 4666

Breach of Policy #

Any member of staff, student or volunteer found to be in breach of this policy will be subject to disciplinary action as a breach of this policy and our safeguarding policy. Any breach could result in termination of employment.

Policy Commencement and Review #

Date Commencement	Review Terms	Signed By
13/09/2023	Yearly	Jonathan Tricks, Operations Director