Policy & Procedure No.31
At Millfield Pre-school (MPS) our aims are:
a. To provide a safe, stimulating and caring environment where the children and their families feel welcome and valued.
b. We believe in working together with parents/carers to ensure their child’s needs are identified and met.
c. We welcome comments from parents/carers about our provision.
d. We recognise parents/carers are the prime educators of their children.
e. We value all comments, whether negative or positive, about MPS.
f. Positive comments are a good indicator for parents/carers to let us know that our work is valued and appreciated.
g. Parents/carers wishing to make a concern known to MPS should first talk to the Lead Practitioner/Manager. Most problems can be resolved effectively this way.
h. If a situation is not resolved, the parents/carers next course of action should be to approach the Chair of the Committee.
i. Any official complaints are recorded on the Provider’s Complaints Record. Confidentiality will be maintained at all times and names of those making the complaint, or to whom the complaint relates, will not be recorded on the form.
j. The outcome of the investigation will be recorded and an account of the findings and any action taken will be given to the person making the complaint within 28 days. If MPS believes it appropriate, or if it is asked for, a letter will be sent giving more details.
k. If this fails to resolve the problem, the Early Years Directorate may be able to assist if the concern is about the requirements set by the Children Act and the Day Care Standards.
l. Everyone involved with the discussion and outcome of a complaint will be required to treat all information as confidential.