Complaints Policy

Concerns, Complaint and Compliment Procedures Policy-Inside Out Forest School -Esther Brock

It is important that should anyone wish to make a complaint, there is a clear procedure set out to follow. Complaints might be informal (discussed and resolved verbally with Jubilee staff) or formal (put into writing). All complaints and concerns are taken seriously and will be dealt with. The policy is laid out as follows:

• In the first instance, if you have a complaint about something or somebody in the setting you should approach the person in charge (or deputy where appropriate) and request a mutually convenient time to discuss the concerns.
• If the matter cannot be resolved satisfactorily through discussion with the person in charge then a formal complaint may be made.
• Formal complaints need to be put in writing using the ‘Inside Out Forest School’ Concerns, Complaints and Compliments and send to the setting lead practitioner (Esther).
• OFSTED will be informed by the setting that a formal complaint has been made against the setting or member of staff.
• When a formal complaint is submitted the setting will send a written reply to the sender of the complaint acknowledging the complaint, indicating how and when the complaint will be addressed. The setting will keep the person who made the complaint informed about any actions taken concerning the complaint.You have 28 days to write and respond to the complaint.
• When the formal complaint has been fully investigated, and this might mean confidential interviews with other staff or parents where necessary, the setting lead practitioner will ensure that the person who made the complaint is informed, in writing, of the outcome.

If the person who made the complaint is not satisfied with the outcome the complaint can be referred to OFSTED to investigate.

COMPLIMENTS PROCEDURE

Would you be willing to write to OFSTED about our setting?

We need you to be honest on how you feel we are as a childcare provider. For example; How did you feel we did with settling your child in to Forest School on their first day? Do you feel the setting is a safe natural environment? Are kept up to date with what your child does every time they access our holiday camps? Do you feel your child is well looked after and feels safe being in the care our team of staff?

Would you like anything to improve? Do you have any concerns?

We will not be informed of anything you wish to write about, so even if you wish to complain about us, we will not know who it is.

You can write to OFSTED direct quoting our unique OFSTED number & full address. Please make sure you choose the correct setting either Pickwood Woods, Leek or Gnat Hole Farm Woods, Glossop.

OFSTED Contact Details:

General Helpline: 0300 123 1231

Email: enquiries@ofsted.gov.uk

By Post: OFSTED Piccadilly Gate, 26-32 Store Street, Manchester M1 2WD

Our Details are:

Inside Out Forest School Ltd

11 Gloucester Way

Glossop

SK13 8RZ

Ofsted Reg No:

Leek: 2700359

Glossop: 2700360