Westgate Pre-school aim to provide the highest quality education and care for our children.  We welcome each individual child and family and 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.

Making concerns known

Stage 1

A parent who is uneasy about any aspect of the group’s provision should first talk over any worries and anxieties with the Pre-school leader. The Pre-school leader will investigate and contact the parent for further discussion within 10 working days.

Stage 2

If the problem recurs or you are not satisfied with the Pre-school response, you should put the concerns or complaint in writing by letter or email. You will then be offered a meeting with the Pre-school Manager and the Chair of Directors.  Parents may bring a friend or partner if required and an agreed written record of the discussion should be made using the complaint investigation record.

Most complaints should be resolved informally at this stage

Stage 3

  • If the matter is still not sorted out to the parent’s satisfaction, the parent should again contact the chair.
  • If parent and group cannot reach agreement, it might be helpful to invite and external mediator, one who is acceptable to both parties, to listen to both sides and offer advice.  A mediator has no legal powers but can help to clarify the situation.  Staff or volunteers within the Pre-school Learning Alliance will be available to act as mediator if both parties wish.
  • The mediator will help define the problem, review the action so far and suggest further ways in which it might be resolved.
  • The mediator will keep all discussions confidential.  He/she will meet the group if requested and will keep an agreed written record of any meetings that are held and any advice he/she has given.

Stage 4

Unresolved complaints can be taken up directly with Ofsted Compliance, Investigation and Enforcement Team.

The role of the registering authority

Ofsted would be involved if the child appeared to be at risk or where there seemed to be possible breach of registration requirements.  In this case, both parent and pre-school would be informed and would work with Ofsted to ensure a proper investigation of the complaint followed by appropriate action.

We believe that most complaints are made constructively and can be sorted out at an early stage.  We also believe that it is in the best interests of the pre-school and parents that complaints should be taken seriously and dealt with fairly and in a way which respects confidentiality.

If you need to talk to Ofsted to make a complaint or for information, the helpline number is 0300 1231231

This policy was reviewed by Westgate Pre-school Ltd

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