8.15 Nursery Complaints Policy

This is a new policy, from January 2011.

All our staff in neighbourhood nurseries will aim to provide a first-class service to everyone with whom they come into contact. However on occasions when we have not achieved the high standards that customers have come to expect, they may wish to make a complaint.

If customers are not satisfied with the service that they are receiving, they should be invited to tell the Nursery staff that they regularly see or ask to speak to the manager, who will then try to address the complaint as soon as possible.

If customers have a complaint, they will need to:

Talk to a member of staff. This is the person in charge, unless this is not possible or the complaint is regarding that member of staff. Staff will always seek to resolve any issues in the most appropriate way, within local authority timescales and in line with existing policies and procedures.
Customers will be asked to sign the complaints record which will allow staff to monitor the action been taken.
If the complaint is not resolved to customers' satisfaction they may wish to take the matter further. This may be result in a discussion with the Area Manager responsible for the setting

At any time during this process, customers have the right to follow the Local Authority complaints procedure. This can be initiated via the Local Authority Website or by telephoning the complaints department on 01924 302840.

At any time, customers have the right to discuss the application of Early Years Foundation Stage (EYFS) Welfare standards in any setting with Ofsted.

End