As a member of the Pre-School Learning Alliance, Rainbow Pre-School aim to provide the highest quality education and care for all our children.  Rainbow aims to offer a welcome o each individual child and family and to provide a warm and caring environment within which all children can learn and develop as they play.

 Rainbow Pre-School believe that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes.  Our intention is to work in partnership with parents and the community generally and we welcome suggestions on how to improve our group at any time.

 Making concerns known

-        A parent who is uneasy about any aspect of Rainbow’s provision should first talk over any worries and anxieties with any member of staff.

-        If this does not have a satisfactory outcome within a couple of weeks, or if the problem recurs, the parent should put the concerns or complaint in writing and request a meeting with a member of staff and the chair of the management committee.  Both parents and the member of staff should have a friend or partner present if required and an agreed written record of the discussion should be made.

 Most complaints should be resolved informally or at this stage

-        If the matter is still not sorted out to the parent’s satisfaction, the parent should again contact the chairperson.

-        If parent and Rainbow Pre-School can not reach an agreement, it might be helpful to invite and external mediator, one who is acceptable to both parties, to listen to both sides and offer advice.  A mediator has no legal powers but can help to clarify the situation.  Staff or volunteers within the Pre-School Learning Alliance will be available to act as mediator is both parties wishes.

-        The mediator will help define the problem, review the action so far and suggest further ways in which it might be resolved.

 The mediator will jeep all discussions confidential.  S/he will meet with the group if requested and will keep an agreed written record of any meetings that are held and of any advice s/he has given.

 The role of registering authority

In some circumstances it will be necessary to bring in the local authority registration and inspection unit, who have a duty to ensure laid down requirements are adhered to and with whom the Pre-School Learning Alliance works in partnership to encourage high standards.  The registering authority would be involved if a child appeared to be at risk or where there seemed to be a possible breach of registration requirements.  In these cases both parent and Rainbow Pre-School would be informed and the Pre-School Learning Alliance fieldworker would work with the social services department to ensure a proper investigation of the complain followed by appropriate action.

 Rainbow believes that most complaints are made constructively and can be sorted out at an early stage.  We also believe that it is in the best interest of the Pre-School and the parents that complaints should be taken seriously and dealt with fairly and in a way which respects confidentially.

 

PROCEDURE WHEN PARENT HAS A COMPLAINT ABOUT OUR SERVICE

 Any compliant is to be dealt with promptly by staff and/or committee (according to complaint).

 “MAJOR” complaints are too recorded in “complaint record” showing:

Nature of complaint

The action taken initially

Subsequent Action

The person responsible for investigating

Any time scale

Any action taken and effectiveness

 

Copy to be sent to parent/s and staff.

 If required/requested, to provide parent/s with name, address and telephone number of OFSTED.

 

“OFSTED” – Early Years

East Regional Centre

2^nd Floor

Field House

Station Approach

Harlow

Essex

CM20 2FS

 

Tel: 0845 6014771