Butterflies Pre-school & Priory Kids – Complaints Procedure Complaints Procedure

The Butterflies Pre-school and Priory Kids club believe parents and carers are entitled to expect courtesy and prompt careful attention to their needs and wishes. We like to work in partnership with parents and the community generally and would welcome suggestions on how to improve the group at anytime. Many concerns can be quickly resolved by an informal approach to the appropriate member of staff. If this does not solve the problem, the following should be used.

How to make a complaint

• A parent/carer with any concerns or worries about the group should first of all talk them over with the manager.
• If this does not have a satisfactory outcome within a couple of weeks, or the problem recurs, the parent/carer should put the concerns in writing to the manager.
• The next stage is to request a meeting with the manager. Both parents/carers and the manager should have a friend, partner or colleague present if required and an agreed written record of the discussion should be made. A written record of this meeting will be sent to Ofsted and the relevant Ofsted complaints record completed with the parents/carers.
• A full investigation of all written complaints will be made. All relevant records will be taken and kept confidential; no individuals will be named in this process. This will be carried out and recorded as set out in the Ofsted Provider Complaints record.
• An account of the findings of the investigation and any action taken as a result of the investigations will be shared with parents at the setting within 28 days from the date the complaint was made.

Most complaints should be resolved informally or at this initial stage.

If the complaint is not resolved by this stage and no resolution looks likely then complaints should be forwarded to:-

Ofsted, Piccadilly Gate, Store Street, Manchester, M1 2WD. Tel: 0300 123 1231

For any complaint regarding Data protection please contact the:

Information Commissioners Office (ICO),

ICO helpline telephone: 0303 123 1113

www.gov.uk/data-protection/make-a-complain

Our registration number is: ZA136216