Complaints Procedure

Statement of Intent

Our playgroup believes that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our playgroup and will give prompt and serious attention to any concerns about the running of the playgroup.

Aim

We aim to bring all concerns about the running of our playgroup to a satisfactory conclusion for all of the parties involved.

Methods

To achieve this, we operate the following complaints procedure.

1. The person concerned contacts the play leader or chairperson by telephone, in person, or by email or letter.

2. All complaints are recorded on the provider complaints record, which is available for all parents to see (no personal details e.g. name).

3. The following must be recorded:

  • Source of complaint e.g. parent, staff member
  • Nature of complaint against the relevant EYFS welfare/learning and development requirement
  • Details of the complaint
  • How it was dealt with
  • Details of any investigation
  • Actions and outcomes
  • A copy of this should be shared with the complainant

4. A more detailed complaint information sheet may be kept in the complaints log in the filing cabinet for the chair person and play leaders reference.

5. Steps that may be taken to investigate complaints are:

Internal Investigations

The complainant has meeting with the playgroup leader and the chair of the management committee. Both the complainant and the leader should have a friend or partner present if required. An agreed written record of the discussion is made. All of the parties present at the meeting sign the record and receive a copy of it.

This signed record signifies that the procedure has concluded.

If an agreement cannot be found then the following procedure takes place:

  • An external mediator is invited to help to settle the complaint. This person should be acceptable to both parties, listen to both sides and offer advice. A mediator has no legal powers but can help to define the problem, review the action so far and suggest further ways in which it might be resolved.
  • Staff or volunteers within the Pre-School Learning Alliance are appropriate persons to be invited to act as mediators.
  • The mediator keeps all discussion confidential. S/he can hold separate meetings with the playgroup personnel (playgroup supervisor and chair of the management committee) and the complainant, if this is decided to be helpful. The mediator keeps an agreed written record of any meetings that are held and of any advice s/he gives.

Investigation by CSSIW

Parents/carers may approach CSSIW directly at any stage of this complaints procedure. In addition, where there seems to be a possible breach of our registration requirements, it is essential to involve CSSIW as the registering and inspection body with a duty to ensure the early year's foundation stage, welfare and learning and development requirements are adhered to (these are outlined in the statutory framework).

The address and telephone number of our CSSIW regional centre are:

CSSIW,
North Wales Region Government Offices,
Sarn Mynach,
Llandudno Junction,
Conwy,
Tel 0300625609

If a child appears to be at risk, our playgroup follows the procedures of the Area Child Protection Committee in our local authority.

In these cases, both the parent and playgroup are informed and the playgroup supervisor works with CSIW or the Area Child Protection Committee to ensure a proper investigation of the complaint followed by appropriate action.

Investigation by Other Agencies

For example, environmental health, and health and safety etc.

Records

A record of complaints against our playgroup and/or the children and/or the adults working in our playgroup is kept, including the date, the circumstances of the complaint and how the complaint was managed.

All complaints must be dealt with as soon as possible and the complainant notified within 28 days.