Complaints Procedure

If any parent/carer should have cause for complaint they should in the first instance take it up with the officer in charge, or in her absence her deputy.  If the complaint is of a minor nature and corrected immediately then it should be recorded as verbal and the solution noted.  If however the complaint is more serious then the parent / carer should put the complaint in writing.   

The staff member concerned shall record the complaint in the complaints record book. The parent / carer should have their complaint acknowledged in writing and the date given by which they can expect a response.  

The matter will then be fully investigated and details of the investigation, any action taken as a result of that investigation and whether the complainant was then satisfied will be fully recorded. A copy of that record will be provided to the complainant in writing no later than 28 days from the date the original complaint was received.

If the matter is not resolved to the complainant’s satisfaction then they are required to inform the management in writing of their dissatisfaction and their request for a second opinion. 

On receiving such a letter the management undertake to pass the details of the complaint to an outside independent person for a second opinion. A copy of that second opinion will be passed to the complainant for information and kept on file for OFSTED. Should the second opinion support the complainant, the management undertake to take appropriate action within 10 working days of receiving the outside opinion, informing OFSTED or appropriate bodies if the regulations so require. 

The parent / carer may if they are not satisfied with the way the complaint has been handled refer their complaint to OFSTED. 

OFSTED can be contacted by phone on 08456 404040 or by e-mail at enquiries@ofsted.gov.uk