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Carmel Caterpillars Preschool


Carmel Caterpillars Pre-School

Making A Complaint Policy


Policy Statement

Carmel Caterpillars Pre-School 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 and will give prompt and serious attention to any concerns about the running of the Pre-School. 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 a set of procedures for dealing with concerns. We aim to bring all concerns about the running of our Pre-School to a satisfactory conclusion for all of the parties involved. 


All settings are required to keep a "summary log" of all complaints that reach Stage 1. 

Making A Complaint

Stage 1

Any parent who has a concern about an aspect of the Pre-School talks over his/her concerns with the setting leader.

Stage 2

  • If this does not have a satisfactory outcome, or if the problem recurs, the parent moves to this stage of the procedure by putting the concerns or complaint in writing, to the Pre-School leader and the Chair of the Management Committee. 
  • The Pre-School leader will store all information relating to the investigation in the Self Evaluation white folder section 24. 
  • When the investigation in to the complaint is completed, the Pre-School leader will meet with the parent to discuss the outcome. 
  • Parents must be informed of the outcome of the investigation within 28 days of making the complaint.
  • When the complaint is resolved at this stage, the summative points are logged on the records of complaints in the Self Evaluation  white folder section 24. 

Stage 3

  • If the parent is not satisfied with the outcome of the investigation, he or she requests a meeting with the Pre-School leader and the Chair of the Management Committee. The parent should have a friend or partner present if required and the leader should have the support of the Management Committee present. 
  • An agreed written record of the discussion is made, as well as any decision or action taken as a result. All of the parties present at the meeting sign the record and receive a copy of it. 
  • This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summative points are logged in the Record of complaints, in the Self Evaluation white folder section 24. 

Stage 4

  • If at the stage 3 meeting the parent and Pre-School cannot reach an agreement, an external mediator is invited to help settle the complaint. This person should be acceptable to both parties, listen to both sides, and offer advice. A mediator has no legal powers but can help to define the problem, review the action and suggest ways in which it may be resolved. 
  • Staff or volunteers within the Designated Liaison Office are appropriate persons to be invited as mediators. 
  • The mediator keeps all discussions confidential. They can hold separate meetings with the Pre-School personnel and the parent, if this is decided to be helpful. The mediator keeps an agreed record of any meetings that are held and of any advice they give. 

Stage 5

  • When the mediator has concluded their investigations, a final meeting between the parent, the Pre-School leader and the Chair of the Management Committee is held. The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint. The mediator's advice is used to reach this conclusion. The mediator is present at the meeting if all parties think it will help a decision to be reached. 
  • A record of this meeting, including the decision on the action to be taken, is made. Everyone present at the meeting signs the record and receives a copy of it. This record signifies that the procedure has concluded. 

The role of the office for Standards in Education, early Years Directorate (Ofsted) and the Local Safeguarding Children Board

  • Parents may approach Ofsted directly at any stage of the complaint's procedure.
  • The number to call Ofsted regarding a complaint is 08456 404040
  • These details are displayed on the Pre-School notice board.
  • If a child appears to be at risk, Pre-School follows the procedures of the Local Safeguarding Team, in our local authority.
  • In these cases, both the parent and setting are informed and the Pre-School leader works with Ofsted or the Local safeguarding Children's Team to ensure a proper investigation of the complaint, followed by appropriate action.


A record of all complaints is kept, including the date, circumstances and how the complaint was managed, which is available for parents and Ofsted inspectors, on request.


The original of this document was signed on behalf of Carmel Caterpillars Pre-School Committee by the current chairperson.