Complaints Policy

Stepping Stones Montessori Nursery Ltd
Complaints Policy
Rationale
Stepping Stones Montessori Nursery Ltd aims to provide the highest quality care and
education for children attending the Nursery by holding the principles of the Helping
Children Achieve More at the heart of its work. We will endeavour to ensure children are
happy during their time at Stepping Stones Montessori Nursery Ltd
and that parents and carers are pleased and satisfied with the quality of the Nursery.
Stepping Stones Montessori Nursery Ltd will listen and take seriously any concerns or
issues raised by parents and take appropriate steps to resolve any problems.
Stepping Stones Montessori Nursery Ltd has written this policy to ensure that best practice
and procedures are carried out at the Nursery. This policy complies with the legal
requirements of the Early Years Foundation Stage statutory framework.
Implementation of the Policy
Stepping Stones Montessori Nursery Ltd the manager and the deputy manager will be responsible
for managing complaints on a daily basis. If a complaint is made against a member of staff or key
worker, the Nursery Manager will conduct the investigation. All complaints made to staff will be
recorded in detail in the Incident Record Folder using an Incident Log Report Sheet.
This policy constitutes the Nurserys formal Complaints Procedure and will be available from the
Nursery Manager upon request.
Stage One
In the event of a complaint by a parent or carer regarding an aspect of the Nurserys work or
about a member of staff, it should in most cases be possible to resolve the problem by
discussing the situation with the individual concerned and coming to a mutually agreed
solution.
The Nursery is committed to an open door policy with parents and welcomes comments
about quality of the Nursery and services. Any negative points will be acted upon and
necessary actions agreed and carried out immediately.
In the first instance of a concern arising, parents and carers are required to speak directly
with the relevant member of staff; if it is not viable to speak to the member of staff the
Nursery Manager should be consulted. The Nursery Manager will seek to resolve the
Stepping Stones Montessori Nursery Ltd 25/10/2015
problem with the parent in a calm and professional manner. If the situation is not resolved to
the satisfaction of the complainant Stage Two of the procedure will come into operation.
Stage Two
If Stage 1 procedures have failed to produce a resolution to the complainant should put the
issues in writing to Penelope White Nursery Manager
Stepping Stones Montessori Nursery Ltd will acknowledge receipt of the complaint within
three working days in writing to the complainant. The complaint will be fully investigated
within 15 working days and a written reply sent to the person making the complaint. If an
unforeseen delay occurs, the Nursery will advise the parent or carers of this and offer an
apology and date for an expected reply and resolution.
If the manager believes that the issue has Child Protection implications, they must inform
the designated Child Protection Officer immediately according to the procedure set out in the
Child Protection Policy.
If any party involved in the complaint has good reason to believe that a criminal offence has
been committed, then have a legal obligation and responsibility to contact the police.
The written response to the complaint from will be sent to the parent and carer concerned
and copied to all relevant members of staff or implicated during the investigation. The
response will include the conclusion to the full investigation and any amendments to the
Nurserys policies, practices or procedures to prevent the situation arising in the future.
The Nursery Manager will offer to meet the parent or carer concerned to discuss the
complaint and the Nurserys investigation and conclusion.
At all times the Nursery and Management will seek to re-establish a positive and
constructive relationship with the complainant.
Making a Complaint to OFSTED

If a parent or carer does not feel that the investigation satisfactorily answered their complaint they
can submit a complaint to OFSTED.
The OFSTED regulator for Stepping Stones Montessori Nursery Ltd is: enquiries@ofsted.gov.uk
The following helplines are open from 8.00am to 6.00pm, Monday to Friday:
general helpline
0300 123 1231
about education or adult skills
0300 123 4234
prefix for Typetalk
18001
for textphone/Minicom users
0161 618 8524
By post
Ofsted
Piccadilly GateStore Street
ManchesterM1 2WD
Any complaints received will be kept in a Complaints Record file kept on the Nursery premises and
will be reviewed annually by the Penelope White.
Any questions about this policy should be directed to the Nursery Manager Penelope white.

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Stepping Stones Montessori Nursery Ltd

Stepping Stones Montessori Nursery Ltd 25/10/2015

Stepping Stones Montessori Nursery Ltd

Stepping Stones Montessori Nursery Ltd 25/10/2015

Stepping Stones Montessori Nursery Ltd

Making a Complaint to OFSTED

0300 123 1231

about education or adult skills

0300 123 4234

prefix for Typetalk

for textphone/Minicom users

0161 618 8524

Stepping Stones Montessori Nursery Ltd 25/10/2015

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