Our Little Outdoor Classroom is committed to ensuring that children, parents and carers are provided with a high quality service that takes the needs of all the children very seriously.
In the unfortunate event that anything does not go to plan or that you are not completely satisfied with the service, a framework is in place for you to share your concerns and these will be taken very seriously.
The complaint procedure is as follows:
If any person has a complaint against any aspect of the running of the ‘classroom’ or an individual member of staff, the first thing to do is speak to the individual concerned and/or the manager/owner. Open dialogue is very important to the running of the ‘classroom’ and all parties should feel comfortable approaching members of staff. Likewise, staff will be understanding and sympathetic towards any concerns raised and will work to resolve these concerns quickly.
In some instances it may not be appropriate to approach the member of staff concerned, in such instances, parents/carers should approach the manager/owner directly who will attempt to resolve the problem.
If a satisfactory resolution cannot be found, then Step 2 of the procedures will be adopted.
If a discussion regarding the problem has not resolved the issue, the complainant should put their specific concerns in detail and in writing to the manager/owner. The letter should clearly state the nature of the complaint, any relevant names of people involved, dates, evidence and any other information that is necessary.
If a complaint has child protection implications, the nursery owner/manager will contact the relevant agency. If the complaint contains any information of a criminal offence, then the ‘classroom’ manager/owner will contact the police.
On receipt of a written complaint, the manager/owner will contact the person who raised the concern immediately to acknowledge receipt of the complaint. The owner/manager will aim to do this within three working days. It is the ‘classrooms’ intention that a complaint will be fully investigated within 10 working days. If, for any reason, this timescale is delayed, the person concerned will be advised.
While investigating the complaint the manager/owner will meet with the all relevant persons to discuss the specific details of the complaint. If it is appropriate for all relevant parties to meet together then this will be arranged.
After a thorough investigation, a formal response will be sent to the person who raised the concern within 15 days of receipt of the complaint. A copy will also be sent to appropriate members of staff.
If any changes have to be made to the ‘classroom’s’ policies or procedures as a result of the complaint, all members of staff and parents will be contacted about the changes.
If at the conclusion of this process, parents/carers remain dissatisfied with the response/outcome, they should contact the Care Inspectorate or other relevant body.