Oakengates Nursery School

How to make a complaint

The majority of issues raised by parents, children or the community, are concerns rather than complaints. We are committed to taking concerns seriously, at the earliest stage, in the hope of keeping the number of formal complaints to a minimum and without formal procedures. However, depending on the nature of the complaint it may be appropriate to follow the Nursery’s formal complaints procedure.

At the same time it is worth noting that compliments are always welcome and very encouraging for teachers and staff. The Nursery encourages feedback and opinion from parents and children. In practice, this dialogue is continuous.

It is natural that parents may, occasionally, be concerned about an aspect of their child’s education or welfare at Nursery. This could include issues concerning the Nursery’s approach to aspects of the curriculum, your child's welfare, or how we manage behaviour. 

The Nursery welcomes enquiries from parents about any matter. Teachers and staff will explain the Nursery practices, policies and how they affect you or your child.

The vast majority of concerns will be handled by the assistant headteacher, day care manager or key person. If you are in doubt of who would be the appropriate person please contact the nursery office for help.

The usual format for a concern is to speak to the child’s key person in the first instance, or to contact the Nursery office to arrange an appointment to discuss your concern with a senior member of staff.

If a parent feels their concern has not been resolved then that they must state their concern formally. The Nursery has defined procedures for handling complaints so don’t be embarrassed if you feel an issue warrants more attention.

Please not that malicious complaints may incur appropriate action by the Nursery (Please see our policy for Unreasonable, Abusive Complaints or Behaviour)

The Nursery’s policy will follow the DfE guidelines when handling concerns and complaints https://www.gov.uk/government/publications/Nursery-complaints-procedures

Complaints Procedure for Parents

Timescales

Complaints need to be considered, and resolved, as quickly and efficiently as possible. Our complaints procedure below outlines the different stages of the process and our policy sets out what the expectations are at the end of each stage. The length of period of time to respond to and resolve complaints will vary with the gravity and complexity of the complaint and the urgency with which it needs to be settled. The intention is that all complaints should be settled within a period which is considered reasonable by all parties and where appropriate indicative timescales have been identified. Please click here for the full policy.

 

Level of complaint

 

Stage 1

Informal complaint to the key person, teacher or Senior Leadership Team

Stage 2

Formal complaint to the Executive headteacher

Stage 3

Formal complaint to the Chairman of the Governing Board for the Federation