Making a Complaint

 

 

Whilst aiming to achieve the highest standard of care and learning at SEN Space, and to foster a positive partnership with families, we recognise that on occasion circumstances may lead to a parent/carer wishing to make either a formal or informal complaint.

 

Our setting 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 setting and will give prompt and serious attention to any concerns about the running of the setting.

 

We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate member of staff. If this does not achieve the desired result, we have set of procedures for dealing with concerns. We aim to bring all concerns about the running of our setting to a satisfactory conclusion for all the parties involved. 

 

Any parent who has a concern about an aspect of the settings provision talks over first, his/her concerns with the Manager. Hopefully, this will be resolved, if not, then we will ask the parent carer to fill in a complaint form and hand in the complaint in writing to the office/management. A meeting will be arranged after the complaint has been investigated in full and will discuss the outcome. If you are still not satisfied with the outcome, then another meeting with all managers, the CEO and a witness of your choice will be arranged. Written records (minutes) will be taken at the meeting and all persons present will sign. If the issue still cannot be resolved, then an external mediator will be invited (acceptable on both sides). Throughout this process, the discussions will be kept confidential. A final meeting will be called with the mediator to reach a decision on the action to be taken to deal with the complaint. Written records will be taken, and all persons present will sign and receive a copy. At any stage of this process, parent carers are within their rights to approach the Early Years Team directly. The Manager / CEO will inform the Early Years Team of all complaints made.

 

 

In the event of a parent/carer wanting to complain about a member of staff or an incident at SEN Space, we would follow the following guidelines.

• Speak to a member of staff or directly to management giving as much information as possible.

• If it is discussed with a member of staff, then they will report the complaint to the Manager/CEO and complete a complaint form immediately.

• The Manager/Owner will confirm receipt of this within 24 hours

• The complaint will then be investigated, and an action plan will be drawn up to address the issue.

• Once made aware of the complaint, the Manager must record the complaint and file, and inform the Early Years Team.

 

Should parents feel they cannot speak to a member of staff; the complaint can be written and sent to the Manager/CEO directly.

 

 

Duties as an Employer and Employee

 

Employers have a duty of care to their employees.  They should ensure they provide effective support for anyone facing an allegation and provide the employee with a named contact if they are suspended.

 

It is essential that any allegation of abuse made against any member of staff or volunteer in the setting is dealt with very quickly, in a fair and consistent way that provides effective protection for the child and at the same time supports the person who is the subject of the allegation.

 

 

Please refer to our Allegations against staff policy for further information.

 

 

Written by Vikki Benton 20/9/2023

To be reviewed 20/9/2024