Page 8 - 1.Felicity Online policies 2021

Complaints Policy

making a complaint
Whilst aiming to achieve the highest standard of care and education for children attending
Felicity’s Fledglings, and to foster a positive partnership with families, we recognise that on
occasion circumstances may lead to a parent/carer wishing to make either a formal or
informal complaint.
Our setting believes that children and parents are entitles to expect courtesy and prompt,
careful attention to their needs and wishes. We welcome suggestions on how to improve
our setting and will give prompt and serious attention to any concerns about the running of
the setting. We anticipate that most concerns will be resolved quickly by an informal
approach to the appropriate member of staff. If this does not achieve the desired result, we
have set of procedures for dealing with concerns. We aim to bring all concerns about the
running of our setting to a satisfactory conclusion for all of the parties involved.
Any parent who has a concern about an aspect of the settings provision talks over first,
his/her concerns with the setting leader. Hopefully this will be resolved, if not, then please
fill out a complaint form and hand in the complaint in writing to the office/management. A
meeting will be arranged after the complaint has been investigated in full and will discuss
the outcome. If you are still not satisfied with the outcome, then another meeting with all
managers and a witness of your choice will be arranged. Written records will be taken at the
meeting and all present will sign. If we can still not resolve the situation, then an external
mediator will be invited (acceptable on both sides). Throughout this process, the discussions
will be kept confidential. A final meeting will be called with the mediator to reach a decision
on the action to be taken to deal with the complaint. Written records will be taken and all
present will sign. receives a copy. At any stage of this process, parents are within their rights
to approach Ofsted directly. Ofsted’s complaints & Enforcement Team can be contacted by
phone or in writing at the address above.
The outcome of all complaints is recorded in the summary Complaints record file and is
available for parents and OFSTED inspectors on requests.
In the event of a parent/carer wanting to complain about a member of staff or an incident
at Felicity’s Fledglings, we would follow the following guidelines.
· Speak to a member of staff or directly to management giving as much information as
possible.