We aim to work in close partnership with all parents/carers to meet the needs of their children. We value and appreciate all feedback from parents as it helps us to improve our services.

​

Compliments:

​

Parents are encouraged to provide compliments and positive feedback directly or through periodic feedback letters. Written compliments will be documented in the Complaints and Compliments section of our policy file.

We highly value direct communication with parents regarding any complaints or concerns. We aim to address and resolve issues promptly. Complaints are valuable opportunities for improvement and encourage open dialogue. Your feedback and complaints are essential to our continuous improvement. By directly addressing concerns, we can work together to resolve issues effectively and enhance the quality of our services.

• If you have any complaints or concerns, please get in touch with Green Acres as the initial point of contact.

• Before the commencement of the preschool relationship, we will work with parents to establish a written contract detailing all relevant policies etc.

• We will show parents the most up-to-date versions of our policies and procedures. These are always available to read upon request and on our website.

• We are committed to diligently adhering to our policies and procedures at all times.

• Open and transparent communication is encouraged within our parent-provider relationship to address any misunderstandings that may arise effectively.

• We highly appreciate your feedback and urge you to bring any aspect of our service you are dissatisfied with to our attention. We will make every effort to promptly and openly discuss the issue with you, aiming to find a satisfactory resolution.

 

Procedure for Formal Complaints Related to the EYFS Statutory Framework:

​

We are committed to addressing and resolving formal complaints relating to the EYFS Statutory Framework in a thorough and timely manner, maintaining transparency and adhering to our legal obligations.

In the event of a formal complaint made against us relating to the EYFS Statutory Framework, we will record the following details:

• Name of the complainant

• Date of the complaint

• A detailed description of the complaint

• The actions taken to resolve the complaint

• The outcome of the complaint

We will retain copies of any correspondence or written explanations exchanged with the concerned parents. Furthermore, we will prepare a summary of the complaint, which will be made available to parents upon request.

As per our legal obligation, we will promptly investigate the complaint and respond to the parents within 28 days.

We will inform the parents of any actions taken or intended to be taken as a result of the findings from the investigation.

If necessary, we will engage in discussions with the parents to assess the suitability of our continued care for their child unless the parents have already terminated the contract.

We will seek appropriate legal advice to ensure compliance with relevant regulations and guidelines as required.

All written complaints will be securely stored in our designated Complaints and Compliments folder for future reference and review.

 

Procedure for Formal Complaints Not Related to the EYFS Statutory Framework:

​

We take all formal complaints seriously, even if they do not relate to the EYFS Statutory Framework. In the event of a formal complaint made against us that does not pertain to the EYFS Statutory Framework, we will record the following details:

• Name of the complainant

• Date of the complaint

• A detailed description of the complaint

• The actions taken to resolve the complaint

• The outcome of the complaint

We will maintain copies of any correspondence or written explanations exchanged with the concerned parents.

Our primary aim will be to engage in open and constructive dialogue with the parents to understand the nature of the complaint and work towards an amicable resolution.

We will seek appropriate legal advice to ensure compliance with relevant regulations and guidelines if necessary.

We will initiate discussions with the parents to assess the suitability of our continued care for their child unless the parents have already terminated the contract.

Written complaints will be securely kept in our designated Complaints and Compliments folder for future reference and review.

If a complaint involves allegations of serious harm by a member of staff or an adult associated with the setting, we have a legal duty to inform the Local Authority Designated Officer (LADO).

 

Contacting Ofsted:

​

If, despite our efforts, you still feel that your concerns have not been sufficiently dealt with, we want parents to be aware of the contact details for Ofsted. We will provide a copy of this procedure to all parents, ensuring they understand their right to contact Ofsted if they feel it is necessary to make a complaint about any aspect of our care.

The contact details for Ofsted are as follows:

Telephone: 0300 1231231.

Post: The National Business Unit,

      Ofsted,

      Piccadilly Gate,

      Store Street,

      Manchester,

      M1 2WD.

 

CREATED: AUGUST 2023   NEXT REVIEW: AUGUST 2024