Complaints Policy
The purpose of this policy is to set out procedures for parents and carers to complain, should they feel dissatisfied with any aspect of our care or service.
- All complaints are taken seriously and we are always grateful to parents for bringing issues to our attention.
- Parents having a concern are asked first to speak to their child’s Key Person, who may refer the concern to the Nursery Manager.
- The Manager will meet with the parent and record the discussion on an Important Conversations Form, which is countersigned by the parent to state that they are happy that the matter has been resolved. This is filed in the Complaints Folder and a copy shown immediately to the Managing Director.
- Should the Key Person or Nursery Manager be unable to resolve a concern, parents are asked to write to Senior Management.
For care issues write to the Nominated Person, Saffia Bullock.
For financial issues write to the Finance Manager, Matthew Bullock.
Letters should be emailed to saffia.bullock@bristolchildcare.co.uk or matthew.bullock@bristolchildcare.co.uk or posted to:
Bristol Childcare
Elms Farm Office
Upper Tockington Road
Tockington
Bristol
BS32 4LQ
- On receipt of written concerns, BCC will respond in writing within 28 days. If appropriate, parents will be invited to meet with Senior Management to discuss the issues raised and propose remedial action.
- If parents believe that Bristol Childcare Ltd is not meeting the EYFS requirements, they can contact Ofsted on:
enquiries@ofsted.gov.uk or 0300 123 4666
www.gov.uk/government/organisations/ofsted/about/complaints-procedure
- At this link, Ofsted state “Ofsted’s powers here are limited: we cannot resolve disputes between you and the provider. Our role is to make sure that the childcare provider is following all registration requirements and take action if necessary.”
- All forms, correspondence and related documents are filed in a Complaints Folder in each Nursery which is available to Ofsted on request.