Complaints Procedure

Modified on Mon, 25 Sep, 2023 at 2:14 PM

Complaints Procedure

Reviewed by: Phil Parker
Next Review date: September 2024

We aim to bring all concerns about the running of our provision to a satisfactory conclusion for all of the parties involved.


We operate the following complaints procedure for dealing with complaints against our setting. We will investigate all written complaints, including those relating to the Early Years Foundation Stage requirements, and notify complainants of the outcome of the investigation within 28 days of having received the complaint.

We also keep a Complaint Summary Log of all complaints received, action taken and the outcomes. Thus when completing this record, we will bear in mind the need for appropriate confidentiality. This log is stored at our FUNDA Head Office.

Making a complaint;

Stage 1
  1. Any person, parent or other, who has a concern about an aspect of our provision talks over, first of all, his/her worries and anxieties with the leader on site. If you are not sure who this is please ask the team on site and they will gladly inform you who you need to speak to. Most concerns should be resolved amicably and informally at this stage.
Stage 2
  1. If this does not have a satisfactory outcome, or if the problem recurs, the person / parent moves to Stage 2 of the procedure by putting the concerns or complaint in writing to FUNDA Customer Relations Officer; Dan Cooper, email or call 01282 525 200.
  2. The setting stores written complaints from parents in the child’s online account. However, if the complaint involves a detailed investigation, we may wish to store all information relating to the investigation in a separate file designated for this complaint. All other complaints will be stored in a separate appropriate file.
  3. We will investigate all written complaints and will record the process that was taken to ensure the complaint was fully investigated, eg interviews, reviews of records; who was involved in the investigation; any referrals made to an external agency (eg local authority environmental health department or social services).
  4. Details of the outcome of the investigation will include, any action(s) identified by the setting; any action set or taken by Ofsted; any action taken by another external agency, where permission to do so has been given; the outcome of the investigation, identifying any areas where it is felt improvements to the setting could be made; if a member of staff was dismissed following the investigation (and under what circumstances) [if this was due to the fact they placed a child at risk of significant harm, they may need to be referred onto the Independent Safeguarding Authority’s barred list – advice can be sought from the ISA and Ofsted].
  5. When the investigation into the complaint is completed, the owner of the complaint will meet with the complainant to discuss the outcome, where appropriate. A separate letter to the person / parent who made the complaint giving more detail may also be issued, if requested or we think it is appropriate.
  6. When the complaint is resolved at this stage, the summative points are logged in the Complaints Summary Log and filed in the Complaints folder.
Stage 3
  1. If the person/parent is not satisfied with the outcome of the investigation, he or she can request a meeting with Philip Parker. They can have a friend or partner present if they require, FUNDA may choose also to have an impartial witness present.
  2. An agreed written record of the discussion is made as well as any decision or action to take as a result. All of the parties present at the meeting sign the record and receive a copy of it.
  3. This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summative points are logged in the Complaints Summary Log and filed in the Complaints folder.

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