Compliments & Complaints Policy

I hope that you will be extremely happy with the service I provide and the level of care that I give to your child.  I would be grateful if you could take the time to express your feelings by way of an email or letter so that I can add your comments to my portfolio to share with other prospective parents, the NCMA and Ofsted.

In the unlikely event of a complaint, I would ask that parents approach me directly and communicate the issue either verbally or in writing in the hope that we may come to a swift and mutually satisfactory solution.

Any complaint made must be recorded and every parent has the right to view these records on demand.  The identity of both the complainant and child will at all times remain confidential.

The complaint record will contain the following information:

The source of the complaint This could be a parent, a staff member, Ofsted, an anonymous complaint or any other source.
The nature of the complaint This relates to the alleged infringement of one or more of the 14 Standards, including details of the complaint itself.
How the complaint was dealt with This section provides details of the investigation, such as interviews or statements, who was involved (without identifying any individuals involved) and any referrals made to an external agency, for example Social Services or Environmental Health.
Actions and outcomes This section provides details of the outcome of the investigation, such as any actions by either myself or Ofsted, any actions by an external agency, any areas identified for improvement of provision.

Each incident must be shared with all parents within 28 days from the date the complaint was made.

In the unlikely event that after following the complaints procedure, we are still unable to come to a mutually satisfactory solution, you can make a complaint in writing, by telephone, fax or in person to any Ofsted staff.  

In the unlikely event that after following the complaints procedure, we are still unable to come to a mutually satisfactory solution, you can make a complaint in writing, by telephone, fax or in person to any Ofsted staff.  
OFSTED complaints helpline: 0845 601 4772