Complaints

Procedure to be followed where a parent has a complaint about the service

In the event that a parent has a concern regarding Head Start Nursery School, this should be discussed with the Head Teacher who may be able to resolve the matter in the first instance.

Should the concern not be settled by the Head Teacher, a formal complaint should be made in writing or by email, which the Head Teacher has a duty to investigate fully. The complaint will be recorded in the complaints file along with the outcome of thenvestigation and any actions required. Parents will be informed of the findings of the investigation within 28 days of receiving the complaint and of any intended actions, changes to be made at Head Start.

If the parent is not satisfied with this outcome they should contact OFSTED by phone on 08456 40 40 40 or in writing to Ofsted, 3rd Floor, Royal Exchange Building, St. Ann’s Square, Manchester M2 9AX. Staff should provide the parents with the leaflet ’Concerns and complaints about childminders and daycare providers’ so that they have all the necessary information to hand. Ofsted will then under take it’s own investigation into the complaint and provide a ruling which will be complied with by the staff. This will also be recorded.

A record of all complaints will be held and made available to the Ofsted Inspector during an inspection process. This record is also accessible to parents upon request.