complaints book

I had to get mine from the Early years team, they should have copies available for settings.
And it was the first thing that our inspector looked for, so you MUSt get one for your setting

Janie

[Brandy]

There is a new complaints form that came with an ofsted book a while ago it links each complaint to the national standards, apparantly all complaints need to be recorded be it by email, phone, word of mouth, letter etc and be listed under the relavant standard. We had to change our complaints policy to allow for this.

The booklet was
Day care and childminding:
guidance to the National Standards
revisions to certain criteria October 2005

[Ruthierhyme]

Have there been any updates or new 'guidance given on what's expected for a complaints book/procedure ?

[Brandy]

this is our complaints policy ofsted have just been and were very happy with it.

Complaints Procedure
Statement of intent
Our playgroup believes that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our playgroup and will give prompt and serious attention to any concerns about the running of the playgroup

Aim
We aim to bring all concerns about the running of our playgroup to a satisfactory conclusion for all of the parties involved.
Methods
To achieve this, we operate the following complaints procedure.
1. The person concerned contacts the play leader or chairperson by telephone, in person, or by email or letter.

2. All complaints are recorded on the provider complaints record, which is available for all parents to see. (No personal details e.g. name etc.)

3. The following must be recorded:
Source of complaint e.g. parent, staff member.
Nature of complaint against the relevant national standard.
Details of the complaint.
How it was dealt with
Details of any investigation
Actions and outcomes.
A copy of this should be shared with the complainant.

4. A more detailed complaint information sheet may be kept in the complaints book in the filing cabinet for the chair person and play leaders reference.

5. Steps that may be taken to investigate complaints are:

a) Internal investigations.
• The complainant has meeting with the playgroup leader and the chair of the management committee. Both the complainant and the leader should have a friend or partner present if required. An agreed written record of the discussion is made. All of the parties present at the meeting sign the record and receive a copy of it.
• This signed record signifies that the procedure has concluded.
If an agreement cannot be found then the following procedure takes place:
• An external mediator is invited to help to settle the complaint. This person should be acceptable to both parties, listen to both sides and offer advice. A mediator has no legal powers but can help to define the problem, review the action so far and suggest further ways in which it might be resolved.
• Staff or volunteers within the Pre-School Learning Alliance are appropriate persons to be invited to act as mediators.
• The mediator keeps all discussion confidential. S/he can hold separate meetings with the playgroup personnel (playgroup supervisor and chair of the management committee) and the complainant, if this is decided to be helpful. The mediator keeps an agreed written record of any meetings that are held and of any advice s/he gives.
b) Investigation by ofsted

The role of the Office for Standards in Education, Early Years Directorate (Ofsted) and the Area Child Protection Committee.
Parents/carers may approach Ofsted directly at any stage of this complaints procedure. In addition, where there seems to be a possible breach of our registration requirements, it is essential to involve Ofsted as the registering and inspection body with a duty to ensure the National Standards for Day Care are adhered to.
The address and telephone number of our Ofsted regional centre are:
Ofsted South regional centre, Freshford House, Redcliffe Way, Bristol BS1 6NL
Telephone number for concerns about a day care provider is 08456 40 40 40
These details are displayed in our playgroup's Policy folder.
If a child appears to be at risk, our playgroup follows the procedures of the Area Child Protection Committee in our local authority.
In these cases, both the parent and playgroup are informed and the playgroup supervisor works with Ofsted or the Area Child Protection Committee to ensure a proper investigation of the complaint followed by appropriate action.
c) Investigation by other agencies.
E.g. environmental health, and health and safety. Etc.



Records
A record of complaints against our playgroup and/or the children and/or the adults working in our playgroup is kept, including the date, the circumstances of the complaint and how the complaint was managed.
All complaints must be dealt with as soon as possible and the complainant notified within 28 days.

just had a missive from the pla and in it is says
"your child protection policy should now refer to the Local Safeguarding children board" NOT the Area Child Protection Comittee (ACPC)
for further info go to hampshires local safeguarding children board website www.4lscb.org
it must include contact numbers for making a referral to the police and social services
and there should be information on action to be taken in the event of an allegation being made against a member of staff or a volunteer

the governemnt has recently published a revised version of "what to do if you're worried a child is being abused" that replaces the 2003 and 2005 versions
dfes@prolog.uk.com, tel 0845 602 2260 www.everychildmatters.gov.uk

you can order the document here

http://publications.teachernet.gov.u...ES-04320-2006&

it is free or you can download it, i have just ordered 10 one for each member of staff

[Ruthierhyme]

Oh that's fantastic thanks Sarah .. will make some new threads with this information

not a prob, like to be helpful!

cant belive they keep changing what we have to do!

[Ruthierhyme]

:blush: I meant to say first .. Thankyou to Sadie .. that's a great policy & hopefully others will find it very useful

I know what you mean with changing practice, it's never ending .. don't blink ... lol

There is a new "are you ready for inspection" pack available now on the Ofsted website, updated in Dec. :)