Complaints Policy

Rationale

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

 and 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

Stepping 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. 

 This policy constitutes the Nursery’s formal Complaints Procedure and will be available from the Nursery Manager upon request.

 Stage One

 Stage Two

 Making 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.

 The OFSTED regulator for Stepping Stones Montessori Nursery Ltd is: enquiries@ofsted.gov.uk

 The following helplines are open from 8.00am to 6.00pm, Monday to Friday:

general helpline

0300 123 1231

about education or adult skills

0300 123 4234

prefix for Typetalk

18001

for textphone/Minicom users

0161 618 8524

 By post

Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD

 Any 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 Nursery Manager Penelope white.

 

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