Stepping Stones Montessori Nursery Ltd aims to provide the
highest quality care and education for children attending the Nursery by holding
the principles of the Helping Children Achieve More at the heart of its work.
We will endeavour to ensure children are happy during their time at
Stepping Stones Montessori Nursery Ltd
that parents and carers are pleased and satisfied with the quality of the
Nursery. We will listen and take seriously any concerns or issues raised by
parents and take appropriate steps to resolve any problems.
This policy has been written to ensure that best practice and procedures
are carried out at the Nursery. This policy complies with the legal requirements
of the Early Years Foundation Stage statutory framework.
Implementation of the Policy
Stones Montessori Nursery Ltd the manager and the deputy manager will be
responsible for managing complaints on a daily basis. If a complaint is made
against a member of staff or key worker, the Nursery Manager will conduct the
investigation. All complaints made to staff will be recorded in detail in the
Incident Record Folder using an Incident Log Report Sheet.
policy constitutes the Nursery’s formal Complaints Procedure and will be
available from the Nursery Manager upon request.
In the event of a complaint by a parent or carer regarding an aspect of the
Nursery’s work or about a member of staff, it should in most cases be
possible to resolve the problem by discussing the situation with the
individual concerned and coming to a mutually agreed solution.
The Nursery is committed to an open door policy with parents and welcomes
comments about quality of the Nursery and services. Any negative points will
be acted upon and necessary actions agreed and carried out immediately.
first instance of a concern arising, parents and carers are required to
speak directly with the relevant member of staff; if it is not viable to
speak to the member of staff the Nursery Manager should be consulted. The
Nursery Manager will seek to resolve the problem with the parent in a calm
and professional manner. If the
situation is not resolved to the satisfaction of the complainant Stage Two
of the procedure will come into operation.
If Stage 1 procedures have failed to produce a resolution to the complainant
should put the issues in writing to Penelope White– Nursery Manager
Stepping Stones Montessori Nursery Ltd
will acknowledge receipt of the complaint
within three working days in writing to the complainant. The complaint will
be fully investigated within 15 working days and a written reply sent to the
person making the complaint. If an unforeseen delay occurs, the Nursery will
advise the parent or carers of this and offer an apology and date for an
expected reply and resolution.
If the manager believes that the issue has Child Protection implications,
they must inform the designated Child Protection Officer immediately
according to the procedure set out in the Child Protection Policy.
If any party involved in the complaint has good reason to believe that a
criminal offence has been committed, then have a legal obligation and
responsibility to contact the police.
written response to the complaint from will be sent to the parent and carer
concerned and copied to all relevant members of staff or implicated during
the investigation. The response will include the conclusion to the full
investigation and any amendments to the Nursery’s policies, practices or
procedures to prevent the situation arising in the future.
Nursery Manager will offer to meet the parent or carer concerned to discuss
the complaint and the Nursery’s investigation and conclusion.
At all times the Nursery and Management will seek to re-establish a positive
and constructive relationship with the complainant.
a Complaint to OFSTED
If a parent or carer does not feel that the investigation satisfactorily
answered their complaint they can
submit a complaint to OFSTED.
OFSTED regulator for Stepping Stones
Montessori Nursery Ltd is:
The following helplines are open from
8.00am to 6.00pm, Monday to Friday:
0300 123 1231
about education or adult skills
0300 123 4234
prefix for Typetalk
for textphone/Minicom users
0161 618 8524
Ofsted, Piccadilly Gate, Store Street,
Manchester M1 2WD
complaints received will be kept in a Complaints Record file kept on the Nursery
premises and will be reviewed annually by the Penelope White.
Any questions about this policy should be directed to the