Dkhap is committed to providing a safe, stimulating, consistent and\naccessible service to children and their parents/carers. We always aim\nto provide high quality services for everyone but accept that sometimes\nthings do not always go to plan. In such circumstances, we want to\nknow so that we can put them right and learn from our mistakes.
\nThis policy constitutes DKHAP’s formal Complaints Procedure. It will be\ndisplayed on the premises at all times.
\nUnder normal circumstances, the Manager (Patrick Pierre-Powell) will be\nresponsible for managing complaints. If a complaint is made against the\nManager, the Chair of the Trustees (Simon Canter) or another delegated\nTrustee will conduct the investigation. All complaints made to staff will be recorded in detail in the Incident Record Book.
\nStage One
\nIf a parent/carer has a complaint about some aspect of DKHAP’s activity, or about the conduct of an individual member of staff, it will often be possible to resolve the problem by simply speaking to the individual concerned and/or to the Manager. We are committed to open and regular dialogue with parents/carers and we welcome all comments on our services, regardless of whether they are positive or negative.
\nIn the first instance, parents/carers are encouraged to speak directly to the relevant member of staff, if deemed appropriate. If not, the Manager should be approached and they will try to resolve the problem. If a satisfactory resolution cannot be found, then Stage Two of the procedure will formally come into operation.
\nStage Two
\nIf informal discussions of a complaint or problem have not produced a\nsatisfactory resolution to the situation, parents/carers should put their\ncomplaint in detail and in writing to the Manager. Relevant names, dates,\nevidence and any other important information on the nature of the complaint should be included.
\nWe will acknowledge receipt of the complaint as soon as possible – within\nthree working days at least – and fully investigate the matter within 15 working days. If there is any delay, we will advise the parent/carers of this and offer an explanation. The Manager will be responsible for sending a full and formal response to the complaint.
\nIf the Manager has good reason to believe that the situation has child\nprotection implications, they should inform the designated Child Protection Officer and ensure that the local social services department is contacted, according to the procedure set out in the Child Protection policy. If any party involved in the complaint has good reason to believe that a criminal offence has been committed, then they will contact the police.
\nThe formal response to the complaint from DKHAP will be sent to the\nparent/carer concerned and copied to all relevant members of staff if\nappropriate. The response will include recommendations for dealing with the complaint and for any amendments to DKHAP’s policies or procedures\nemerging from the investigation.
\nThe Manager will arrange a time to meet the parent/carer concerned and any\nother relevant individuals, such as members of staff, to discuss the complaint and DKHAP’s response to it. The Manager will judge if it is best for all parties to meet together or if individual meetings are more appropriate.
\nIf at the conclusion of this process parents/carers remain dissatisfied with the response they have received, the original complaint along with DKHAP’s response will be passed to the Chair of the Trustees or a designated Trustee who will adjudicate the case.
\nThe Chair of the Trustees or the designated Trustee will communicate a\ndetailed response, including any actions to be taken, to both the Manager and the parents/carers concerned within 15 working days.
\nMaking a Complaint to Ofsted
\nAny parent/carer can, at any time, submit a complaint to Ofsted about any\naspect of registered childcare provision. Ofsted will consider and investigate all complaints received.
","excerpt":"Dkhap is committed to providing a safe, stimulating, consistent and\naccessible service to children and their parents/carers. We always aim…","rawMarkdownBody":"__Dkhap is committed to providing a safe, stimulating, consistent and\naccessible service to children and their parents/carers. We always aim\nto provide high quality services for everyone but accept that sometimes\nthings do not always go to plan. In such circumstances, we want to\nknow so that we can put them right and learn from our mistakes.__\n\nThis policy constitutes DKHAP’s formal Complaints Procedure. It will be\ndisplayed on the premises at all times.\n\nUnder normal circumstances, the Manager (Patrick Pierre-Powell) will be\nresponsible for managing complaints. If a complaint is made against the\nManager, the Chair of the Trustees (Simon Canter) or another delegated\nTrustee will conduct the investigation. All complaints made to staff will be recorded in detail in the Incident Record Book.\n\n__Stage One__\n\nIf a parent/carer has a complaint about some aspect of DKHAP’s activity, or about the conduct of an individual member of staff, it will often be possible to resolve the problem by simply speaking to the individual concerned and/or to the Manager. We are committed to open and regular dialogue with parents/carers and we welcome all comments on our services, regardless of whether they are positive or negative.\n\nIn the first instance, parents/carers are encouraged to speak directly to the relevant member of staff, if deemed appropriate. If not, the Manager should be approached and they will try to resolve the problem. If a satisfactory resolution cannot be found, then Stage Two of the procedure will formally come into operation.\n\n__Stage Two__\n\nIf informal discussions of a complaint or problem have not produced a\nsatisfactory resolution to the situation, parents/carers should put their\ncomplaint in detail and in writing to the Manager. Relevant names, dates,\nevidence and any other important information on the nature of the complaint should be included.\n\nWe will acknowledge receipt of the complaint as soon as possible – within\nthree working days at least – and fully investigate the matter within 15 working days. If there is any delay, we will advise the parent/carers of this and offer an explanation. The Manager will be responsible for sending a full and formal response to the complaint.\n\nIf the Manager has good reason to believe that the situation has child\nprotection implications, they should inform the designated Child Protection Officer and ensure that the local social services department is contacted, according to the procedure set out in the Child Protection policy. If any party involved in the complaint has good reason to believe that a criminal offence has been committed, then they will contact the police.\n\nThe formal response to the complaint from DKHAP will be sent to the\nparent/carer concerned and copied to all relevant members of staff if\nappropriate. The response will include recommendations for dealing with the complaint and for any amendments to DKHAP’s policies or procedures\nemerging from the investigation.\n\nThe Manager will arrange a time to meet the parent/carer concerned and any\nother relevant individuals, such as members of staff, to discuss the complaint and DKHAP’s response to it. The Manager will judge if it is best for all parties to meet together or if individual meetings are more appropriate.\n\nIf at the conclusion of this process parents/carers remain dissatisfied with the response they have received, the original complaint along with DKHAP’s response will be passed to the Chair of the Trustees or a designated Trustee who will adjudicate the case.\n\nThe Chair of the Trustees or the designated Trustee will communicate a\ndetailed response, including any actions to be taken, to both the Manager and the parents/carers concerned within 15 working days.\n\n__Making a Complaint to Ofsted__\n\nAny parent/carer can, at any time, submit a complaint to Ofsted about any\naspect of registered childcare provision. Ofsted will consider and investigate all complaints received."}}}]}},"pageContext":{"slug":"complaints-procedure","title":"Complaints Procedure"}},"staticQueryHashes":["1748961013","1862245411","277228727","277228727"]}