Telephone Number:- 02380 864 228 Calmore Infant School Calmore Drive  Calmore, Totton SO40 - 2ZZ AT CALMORE Registered Charity Number:- 1062510
© Caterpillars Pre-school 2018
Making a Complaint
Caterpillars   Pre-School   believes   that   children   and   parents   are   entitled   to   expect   courtesy   and   prompt,   careful   attention   to   their   needs   and   wishes.      We   welcome   suggestions   on   how   to   improve   our   setting   and   will   give   prompt   and serious attention to any concerns about the running of our setting. We   anticipate   that   most   concerns   will   be   resolved   quickly   by   an   informal   approach   to   the   appropriate   member   of   staff.      If   this   does   not   achieve   the   desired   result,   we   have   a   set   of   procedures   for   dealing   with   concerns.      We   aim   to bring all concerns about Caterpillars to a satisfactory conclusion for all the parties involved. To achieve this, we operate the following complaints procedure.  All settings are required to keep a ‘summary log’ of all complaints that reach stage 2 or beyond.  This is made available to both parents and to Ofsted inspectors.  Making a complaint Stage 1 Any parent who has a concern about an aspect of the setting’s provision talks it over, first of all with the pre-school Manager. Most complaints should be resolved amicably and informally at this stage. Stage 2 If this does not have a satisfactory outcome, or if the problem recurs, the parent moves to this stage of the procedure by putting concerns or complaint in writing to the Chair of the Management Committee. If parents are uncomfortable in making a written complaint, the Chair will assist the parent. We will respond to any written complaints within 28 days. The Manager will keep all written complaints in a designated complaints file under lock and key. When the investigation into the complaint is completed, the Chair and the Manager will meet with the parent to discuss the outcome. At this stage if the complaint is resolved, a summary of the main points will be logged in the Complaints Summary Record. Stage 3 If the parent is not satisfied with the outcome of the investigation, he or she meets with the Chair and Manager again, the parent will be advised to bring a friend with them. An agreed written record of the discussion is made as well as any decision or action to be taken as a result.  All parties present at the meeting sign the record and receive a copy of it. This signed record signifies that the procedure has been concluded.  A summary of the main points will be logged in the Complaints Summary Record. Stage 4 If at the stage three meeting the parent and settling cannot reach agreement, an external mediator is invited to help settle the complaint.  This person should be acceptable to both parties, listen to both sides and offer advice.  A mediator has no legal powers but can help to define the problem, review it and suggest further ways in which it might be resolved. Staff or volunteers of the pre-school are appropriate persons to be invited to act at mediators. The mediator keeps all discussions confidential. She /he can hold separate meetings with the Manager, Chair or parent if needs be. Stage 5 Once the mediator has concluded her/his investigations, a final meeting between the parent, the Manager and the Chair is held.  The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint. A record of this meeting, including the decision on the action to be taken is made.  Everyone present at the meeting must sign the record and receive a copy of it.  Signing this document signifies that the procedure has been concluded. At any time during the procedure, parents may approach Ofsted directly, on 0300 123 1231. If a child appears to be at risk, our setting follows the procedures of the Local Safeguarding Children’s Board. A record of complaints against our setting and/or the children and/or the adults working at Caterpillars is kept, including the date, the circumstances of the complaint and details of how the complaint was managed. References to other relevant policies: Safeguarding Children & Child Protection, Confidentiality & Client Access to records, Information Sharing, Valuing Diversity & Promoting Equality , Achieving Positive Behaviour, The Role of the Key Person, Children’s Records Policy Monitoring and Evaluation Information This policy will be monitored and evaluated as per our rolling programme at staff meetings. It will be reviewed annually by the Chairperson in conjunction with the staff team and Committee unless new legislation or an incident occurs which requires an immediate review of the policy    This policy was adopted on: July 2017