Bobtails

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We aim to provide the highest quality education and care for all our children. We aim to offer a friendly welcome to each individual child and family and to provide a warm and caring environment within which all children can learn and develop as they play.

We believe children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. Our intention is to work in partnership with parents and the community generally and we welcome suggestions on how to improve our group at any time.

Complaints can be raised via contacting any member of the Management Team who are:

Complaints procedure

Generally, the nursery Management Team will be responsible for managing and co-ordinating a response to any complaints made and for notifying the committee of the concerns. If a complaint is made against a member of the Management Team, the committee will conduct the investigation.

Both verbal and written complaints are acknowledged and recorded, with a

de-personalized record made in the complaints log. This log will be kept for a minimum of three years from the date of entry. Copies of the log will be available to parents on request.

Should at any time during the investigation of a complaint, concerns be raised about a child being at risk of significant harm, or an allegation of abuse is made against a staff member, the setting’s child protection/safeguarding procedures will be followed.

 Verbal complaints

All verbal complaints raised will be recorded, with the aim of resolving the issue through discussions with the nursery Management Team and/or other staff. Where actions are taken in respect of a complaint, these details in particular will be logged. If a solution cannot be reached at this stage, a request will be made for the complaint to be put in writing to the committee

Written complaints

All written complaints are recorded in detail and are thoroughly investigated. All written complaints are acknowledged within three to seven days of receipt. The outcome of any investigations undertaken will be explained and detailed in writing, to the complainant within 28 days of receipt of the complaint. Where applicable, remedial actions will be put in place to address the concerns; with the aim of avoiding the issue occurring again.

Ofsted

Ofsted are the regulatory body for all registered early years and childcare provision. Ofsted are responsible for registration, inspection and for dealing with complaints. If parents are dissatisfied with the outcome of any investigation or feel that the concerns have not been addressed effectively, they can choose to raise the concern further with Ofsted. Contact details are highlighted below.

IT SHOULD BE NOTED HOWEVER, THAT A PARENT / CARER CAN CONTACT OFSTED AT ANY STAGE BEFORE, DURING OR AFTER THIS PROCESS.

Ofsted

Piccadilly Gate

Store Street

Manchester

M1 2WD.

Contact number for general enquiries: 0300 123 123 1

Contact number for complaints: 0300 123 4666

Bobtails Full Day Care

Bernice Terrace

Lipson

Plymouth

Devon

PL47HW

01752225271

bobtails@btconnect.com

 Written by: Rachel Dix/ Glenn Jordan

Signed:

Updated 21.6.11

Review Date: June 2012