At Little Stars Childcare, our policies and procedures are fundamental to everything we do. They are essential for our success and for providing high-quality childcare. We regularly review and update our policies and procedures at least once a year to ensure that we maintain the highest standards at all times. We encourage parents, staff, and children to contribute their input on these policies, all of which are in line with the statutory Early Years Foundation Stage framework. We have created policy files that are available on Tapestry one set for parents and carers and another for staff. This ensures that all stakeholders, including staff, parents, and other professionals we work with, as well as Ofsted, have easy access to our policies. We currently have over 50 established policies and procedures to support the operation of our setting. These include policies on safeguarding children, health and safety, equal opportunities, partnerships with parents, nutrition, special educational needs, behaviour management, and more.
Safeguarding
At Little Stars Childcare, we are committed to safeguarding and promoting the welfare of all children in our care. We expect all staff, contractors, and volunteers to share this commitment. Safeguarding is of paramount importance to us, and our policy is available upon request or can be viewed in the setting's policy files.
Concerns and Complaints Procedure
At Little Stars Childcare, we believe that children and parents are entitled to courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our setting through questionnaires, a suggestion box for parents, parents' evenings, child involvement, and daily communication. Any concerns regarding the operation of the setting will receive prompt and serious attention. We anticipate that most concerns will be resolved quickly with the setting manager or through an informal approach to the appropriate staff member. If this does not lead to a satisfactory outcome, we have established procedures to address concerns and complaints. Our goal is to resolve all concerns and complaints about our setting satisfactorily for all parties involved. To achieve this, we have outlined the following complaints procedure:
How to Complain
Stage 1
Email: [email protected]
Telephone: 0300 123 1231
These details are displayed on our parent notice and communication board.
If a child appears to be at risk, our setting follows the procedures of the Area Child Protection Committee in our local authority. In these cases, both the parent and setting are informed and the manager works with Ofsted or the Area Child Protection Committee to ensure a proper investigation of the complaint followed by appropriate action. Ofsted has a complaints commitment, which means;
At Little Stars Childcare, we are committed to safeguarding and promoting the welfare of all children in our care. We expect all staff, contractors, and volunteers to share this commitment. Safeguarding is of paramount importance to us, and our policy is available upon request or can be viewed in the setting's policy files.
Concerns and Complaints Procedure
At Little Stars Childcare, we believe that children and parents are entitled to courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our setting through questionnaires, a suggestion box for parents, parents' evenings, child involvement, and daily communication. Any concerns regarding the operation of the setting will receive prompt and serious attention. We anticipate that most concerns will be resolved quickly with the setting manager or through an informal approach to the appropriate staff member. If this does not lead to a satisfactory outcome, we have established procedures to address concerns and complaints. Our goal is to resolve all concerns and complaints about our setting satisfactorily for all parties involved. To achieve this, we have outlined the following complaints procedure:
How to Complain
Stage 1
- If a parent has concerns about any aspect of the setting's provision, they should first discuss their worries with a member of staff or the manager. Staff understand the importance of maintaining confidentiality at all times.
- If the issue is not resolved satisfactorily or recurs, the parent should move to Stage 2 by submitting their concerns or complaint in writing to the manager and the owner/chair of the management committee. A complaints record will be completed.
- The findings of the investigation and any actions taken will be shared with the parents at the setting within 28 days of the complaint being made.
- Most complaints should be resolved informally at Stage 1 or Stage 2.
- If the parent wishes to escalate the issue, they may request a meeting with the manager and the owner. Both the parent and the manager may have a friend or partner present if desired. An agreed written record of the discussion will be made, and all parties present will sign the record and receive a copy. This signed record signifies that the procedure has concluded.
- If no agreement is reached at the Stage 3 meeting, an external mediator will be invited to help settle the complaint. This mediator should be acceptable to both parties and will listen to both sides and offer advice. While the mediator has no legal powers, they can help define the problem, review actions taken so far, and suggest further resolutions. Staff from the Learning Alliance may serve as mediators. The mediator will keep all discussions confidential and may hold separate meetings with the setting's personnel (manager and owner) and the parent if deemed helpful. The mediator will also maintain a written record of any meetings and advice provided.
- After concluding their investigation, the mediator will facilitate a final meeting between the parent, the manager, and the owner. This meeting aims to reach a decision on the appropriate actions to address the complaint, utilizing the mediator's advice in the decision-making process. The mediator will be present if all parties believe it will aid in reaching a conclusion.
- A record of this meeting, including the decisions made, will be documented. Everyone present will sign the record and receive a copy, signifying that the procedure has concluded. **Involvement of Ofsted and the Area Child Protection Committee** Parents may contact Ofsted directly at any stage of this complaints procedure. If there appears to be a potential breach of our registration requirements, it is essential to involve Ofsted, as they are the registering and inspection body responsible for ensuring adherence to the National Standards for Day Care.
Email: [email protected]
Telephone: 0300 123 1231
These details are displayed on our parent notice and communication board.
If a child appears to be at risk, our setting follows the procedures of the Area Child Protection Committee in our local authority. In these cases, both the parent and setting are informed and the manager works with Ofsted or the Area Child Protection Committee to ensure a proper investigation of the complaint followed by appropriate action. Ofsted has a complaints commitment, which means;
- They publish new complaints information on their website, separate from inspection reports as soon as they have completed an investigation
- They continue to publish information relating to complaints, made against childminders or childcare providers, only in circumstances where they, or the provider, take action to meet the legal requirements of registration.
- Publish historic information about complaints received since a provider’s last inspection where they, or the provider, took action to meet legal requirements.
- Remove complaints information from there website five years after closure of the complaint investigation Ofsted can be contacted on [email protected] or 0300 123 1231regarding these complaints commitments.
