Complaints Policy

At Movilla Playgroup and Nursery we aim to provide the highest quality care and education for all children attending the Playgroup and Nursery.

We aim to provide a warm, welcoming, caring environment which will enable all children to learn and develop as they play.

We intend to work in partnership with parents/carers to meet their needs and the needs of their children.

We welcome comments/suggestions on how to improve any area of our setting’s practice or provision.

We will endeavour to resolve any concerns through discussion with the appropriate staff member quickly and informally.

All comments and complaints will be taken seriously and dealt with fairly and confidentially.

If a parent/carer is not satisfied with any aspect of our practice or provision and cannot informally resolve the issue they may then follow the Playgroup and Nursery Complaints Procedure.

PROCEDURES

We will seek parents’ views by:

Comments

• Encouraging parents to place comments in the Comments book, which can be found on the table in the foyer.

• To leave feedback on our Facebook page.

• To complete questionnaires as and when provided.

• Ensuring comments are shared with staff on a regular basis.

• Parents are informed verbally at information sessions and when their child first starts that they can approach staff at any point to provide feedback – positive or negative.

Complaints

• Ensuring parents are aware of the following steps to take if they feel a complaint is necessary. All parents will be provided with a copy of this policy when they start Movilla Playgroup and Nursery.

• Concerned parents/carers should firstly speak to the Playgroup and Nursery Leaders to aim to resolve any concerns.

• If the issue is not resolved or reoccurs the parent/carer should put their complaint in writing to the Playgroup and Nursery Leaders. Management will aim to respond to this in writing within 7 days.

• If the parent/carer and Playgroup and Nursery fail to reach agreement an external mediator may be invited to help resolve the issue.

• In some circumstances it may be necessary to involve Social Services who will investigate the complaint further. If this is the case we will contact our link social worker to update and get advice from SEHSC.

• In order to make a complaint, management (Diane and Lauren) can be contacted on 07902863222 (work mobile) or 02891 819794 (landline), our link social worker is Deborah Johnston (028 44513807 ext:88915).

• Any non-safeguarding concerns can also be reported via email – nursery@gmail.com

• Management will ensure that any complaints will be documented and recorded within the complaints register book, which will be stored securely in a fireproof filing cabinet. Only management will have access to this book.