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Complaints Procedure

If a parent /carer has an issue either involving their child or Southwell Pre-School as a whole, they should in the first instance raise the issue with either their childs Key worker, or Bev Gould (Pre-School Leader).

If the parent/carer feels unable or unwilling to raise the matter in this way, they can approach either:

a. the Parent representative on the committee ( Ellen Halcrow tel: 820714)

b. the chair or other officers of the committee or

c. contact Ofsted on 0845 6014771

In the first instance every effort will be made to resolve any matters within the setting.

A formal complaint (whether in writing, email, telephone or person) once received by the Pre-School, should be detailed in the Complaints Record log (see record sheet and procedure for completion). The issues raised will be dealt with within the following appropriate framework and a record of the complaint and outcome will be kept.

a. A matter relating to an individual child should be discussed between the parent/carer and the Pre-School Leader (Bev Gould).

b. Should the matter not be resolved, the issue will be brought to the attention of the Committee who will meet with all parties involved.

c. If the matter raised concerns a general or policy issue, again it should first be raised with the Bev Gould, who will report it to the Committee for consideration.

d. Should an approach on general or policy matters be made via the Parent Representative or Officers it will be reported to all the Committee for their consideration.

e. Should the matter remain unresolved following the above procedures it should be referred to a specially convened panel consisting of a member of the Committee, the Pre-School leader, and an independent expert (e.g. a representative of the Dorset Surestart Unit if appropriate). The complaint should be submitted in writing to the panel and the person who has complained should be given the opportunity to address the panel with any additional information. The panel may also require others to submit written information for consideration.

At all points through these processes all parties involved will be kept informed of progress and the group will inform Ofsted of the outcome if they have been involved.

Reviewed: Sept. 2006