Concerns, Complaints and Compliments Procedure

At Pitter Patter Play Ltd we believe that parents are entitled to expect courtesy and prompt, careful attention to their individual needs and wishes. We hope that at all times parents are happy with the service provided and we encourage parents to voice their appreciation to the staff concerned.

We record all compliments and share these with staff.

We welcome any suggestions from parents on how we can improve our services and will give prompt and serious attention to any concerns that parents may have.

Any concerns will be dealt with professionally and promptly to ensure that any issues arising from them are handled effectively and to ensure the welfare of all children, enable ongoing cooperative partnership with parents and to continually improve the quality of the nursery.

We have a formal procedure for dealing with complaints where we are not able to resolve a concern.

Where any concern or complaint relates to child protection, we follow our Safeguarding Policy.

Staff are made aware of the complaints process as part of their induction and ongoing training.

Internal complaints procedure

Stage 1

If any parent should have cause for concern or any queries regarding the care provided by the nursery, they should in the first instance take it up with the child’s key worker or a senior member of staff/room leader.

Stage 2

If the issue remains unresolved or parents feel they have received an unsatisfactory outcome, then they must present their concerns in writing as a formal complaint to the nursery manager.

The Flying Start Area Manager, Emma Levy will be informed of the complaint at Stage 2

The manager will then investigate the complaint and report back to the parent within 28 days. The manager will document the complaint fully and the actions taken in relation to it in the complaints log book.

If the complaint is about the nursery manager themselves, then they can present their concerns to the nursery owner. If the complaint is about the nursery owner themselves, then they can present their concerns directly to CIW.

(Most complaints are usually resolved informally at stage 1 or 2.)

Stage 3

If the matter is still not resolved, the nursery will hold a formal meeting between the manager, parent and the senior staff member to ensure that it is dealt with comprehensively.

The nursery will make a record of the meeting and document any actions. All parties present at the meeting will review the accuracy of the record and be asked to sign to agree it and receive a copy. This will signify the conclusion of the procedure.

Stage 4

If the matter cannot be resolved to their satisfaction, then parents have the right to raise the matter with CIW.

Parents are made aware that they can contact CIW at any time they have a concern, including at all stages of the complaints procedure and are given information on how to contact them.

CIW is the registering authority for nurseries in Wales and investigates all complaints that suggest a provider may not be meeting the requirements of the nursery’s registration.

CIW risk assesses all complaints made and may visit the nursery to carry out a full inspection where it believes requirements are not met.

A record of complaints will be kept in the nursery. The record will include the name of the complainant, the nature of the complaint, date and time complaint received, action(s) taken, result of any investigations and any information given to the complainant including a dated response.

Parents will be able to access this record if they wish; however, all personal details relating to any complaint will be stored confidentially and will be only accessible by the parties involved.

CIW inspectors will have access to this record at any time during visits to ensure actions have been met appropriately.

Please note that CIW is not a complaints agency but is interested in information about regulated settings.

Contact details for the CIW:

To raise a concern:

• Phone : 0300 7900 126
• Email : CIW@gov.wales
• Write to CIW:

Care Inspectorate Wales

Welsh Government

Sarn Mynach

Llandudno Junction

LL31 9RZ

Parents will also be informed if the nursery becomes aware that they are going to be inspected and after inspection will provide a copy of the report to parents and/or carers of children attending on a regular basis.

This Policy was adopted on	Signed on Behalf of Pitter Patter Play Ltd	Date for review
09/05/2024		May 2025