At Be. Independent Day Nursery, we are committed to providing high-quality care and education for all children. We recognize that from time to time, parents or guardians may have concerns or complaints. We encourage open communication and aim to address any issues swiftly and effectively.

Purpose

This policy outlines our procedures for dealing with complaints and concerns in a constructive manner, ensuring that all stakeholders feel heard and valued.

1. Aims of the Policy

• To ensure that parents and guardians know how to raise concerns or complaints.
• To provide a clear and transparent process for addressing complaints.
• To use complaints as an opportunity for improvement.

2. Legal Framework

This policy is informed by the following legislation and guidelines:

• The Statutory Framework for the Early Years Foundation Stage (EYFS)
• The Children Act 1989 and 2004
• The Education Act 2002
• The Equality Act 2010

3. How to Raise a Concern or Complaint

Step 1: Informal Discussion

Be. Independent Day Nursery – Policies for Website, updated October 2024

• Talk to Staff: Parents and guardians are encouraged to speak to the child’s key person or another member of staff informally about any concerns. We aim to resolve issues quickly and amicably.

Step 2: Formal Complaint

If the issue is not resolved informally, parents can submit a formal complaint:

• Written Complaint: Complaints should be made in writing to the Nursery Manager or designated complaints officer. This can be done via email or a written letter.

4. Procedure for Handling Complaints

1. Acknowledgment: All formal complaints will be acknowledged within 3 working days.

2. Investigation: The Nursery Manager or designated officer will investigate the complaint, which may involve speaking with staff and the complainant.

3. Outcome: A written response will be provided within 10 working days, outlining the findings of the investigation and any actions taken.

4. Further Action: If the complainant is not satisfied with the outcome, they can request a review by the nursery’s governing body or the local authority.

5. Contacting External Agencies

If parents and guardians feel that their complaint has not been resolved satisfactorily, they can contact external agencies directly:

• Kent LADO Education Safeguarding Advisory Services (LESAS): For concerns about the welfare of a child or allegations against staff.

• Phone: 03000 410 888
• Email: lado@kent.gov.uk
• Website: Home - Kent Safeguarding Children Multi-Agency Partnership (kscmp.org.uk)

• Ofsted: For complaints about the quality of care and education.

• Phone: 0300 123 1231
• Website: www.ofsted.gov.uk

6. Record Keeping

All complaints will be documented and kept on file for a minimum of three years. Records will include the nature of the complaint, actions taken, and the outcome.

7. Confidentiality

All complaints will be treated with confidentiality. Information will only be shared with those directly involved in the investigation.

8. Monitoring and Review

Be. Independent Day Nursery – Policies for Website, updated October 2024

This policy will be reviewed annually or sooner if necessary. We will monitor complaints to identify trends and improve our services.