Compliments, Comments and Complaints Policy and Procedure
If parents/carers have any compliments, comments or complaints about any aspect of the service we provide at Over The Rainbow Day Care, we are always happy to discuss these.
We welcome any comments on the way the nursery operates and these may be used to inform development plans for the future. Compliments are always welcome and will be fed back to members of staff to whom they are most pertinent. We are always delighted to receive comments and recommendations from parents/carers.
Whilst aiming to achieve the highest standards of care and development for children attending Over The Rainbow Day Care and to foster a positive partnership with families, management recognise that on occasion circumstances may lead to a parent/carer wishing to make either a formal or informal complaint.
Complaints are dealt with professionally, swiftly and confidentially to ensure that any issues arising from the complaint are handled effectively and to ensure the welfare of all children.
These guidelines identify to parents/carers the appropriate methods through which they are able to register a complaint about any aspects of the service offered by the nursery. It is always hoped that any concern can be addressed and resolved through discussion with relevant staff in the nursery. Parents/carers have the right to know that any complaint will be dealt with appropriately and professionally.
- In the event of a minor complaint, parents/carers should initially address any concerns to the child’s Key Person or the Room Leader that their child attends.
- In the event of a more significant concern, or if the room staff are unable to resolve a minor complaint satisfactorily, parents/carers should address their concerns to the Nursery Manager (or in their absence the Deputy Manager) by completing a complaint form. The Nursery Manager will arrange a formal meeting with the parent/carer and investigate the complaint and report back to the parent/carer within three days of the meeting. This will be fully documented in the complaints file and will detail the nature of the complaint and any actions arising from it.
- At the meeting it will be agreed how to resolve any issues and the timescale in which this should be expected. A record of the meeting and documented minutes and actions will be made.
- If the matter cannot be resolved to the parents/carers satisfaction, then parents/carers have the right to raise the matter with OFSTED on 0300 123 1231
A record of complaints will be kept in the nursery. Parents/carers will be able to access this record if they wish to, however all personal details relating to any complaint will be stored confidentially and will be only accessible by the parties involved.
Contact Information
Manager – overtherainbowdaycare.mcr@gmail.com
07805 557076
Ofsted,
Piccadilly gate,
Store Street,
Manchester,
M1 2WD.
Tel: Complaints 0300 123 1231
www.ofsted.gov.uk
Key Policies are featured on our website. All other policies are available at any time from the nursery manager.
REVIEWED ON: January 2024
REVIEWED BY: C.Cummins