Complaints Procedure
At times parents or carers may have concerns about the service provided at Jimbo’s Community Nursery (Leeds
Mencap). Usually these can be resolved by talking to the parents or carers and taking appropriate action. However,
in the event of a more formal written complaint (this includes email) Jimbo’s Community Nursery (Leeds Mencap)
will follow the procedure outlined below.
Jimbo’s Community Nursery (Leeds Mencap) has a duty to comply with the regulations under the Children’s Act and
the Early Years Foundation Stage statutory guidance. We will investigate all complaints made. Those complaints
that are made about the family support element of the service do not need to be notified to Ofsted or the results
shared with other parents/carers. Where changes or improvements are made to the overall service as a result of a
complaint these will be communicated in general terms to other families using the service.
In all cases the parent or carer who makes the complaint should receive a written account of any findings and
action taken following a complaint within 28 days of the complaint being received.
Where the complaint relates to the childcare provision, Jimbo’s Community Nursery (Leeds Mencap) will share the
findings of any investigation with other parents or carers who use the service within 28 days of the complaint being
made.
Jimbo’s Community Nursery (Leeds Mencap) will record any complaint made, any action taken, (which might
include action taken either by Ofsted or, if permission is given, by an external agency) and the outcome of the
investigation. The outcome of the investigation should identify areas where improvements could be made.
These records will be available to any parent or carer who asks to see them. The records should also be made
available to Ofsted and any other regulatory body, such as the Charity Commission.
It is important to maintain confidentiality when filling in a record of a complaint. Names of individuals should not be
used (e.g. the source of a complaint can be noted as ‘a parent’ or as ‘a carer’). The records should be stored for 10
years.
There is a complaints folder kept in the locked filing cabinet in Leeds Mencap’s Main office and a copy will also be
securley stored in the Childcare Office. This details the procedure that needs to be followed in the event of a
complaint.
The source of the complaint may be a parent, a carer, a member of staff or a volunteer. Where staff and volunteers
are concerned it may be necessary to identify whether the issue raised should be investigated as a complaint or a
grievance.
It is possible that any complainant might initially contact Ofsted with a complaint. If this is the case, Ofsted
together with a complaint number should be recorded as the source of the complaint. In the event of a member of
staff/volunteer being dismissed as a result of the investigation (due to the member of staff/volunteer placing a
child/adult at risk of significant harm) Jimbo’s Community Nursery (Leeds Mencap) will inform Ofsted.
Procedure
If a parent/carer or person using the service wishes to make a complaint ask the Childcare Manager, Service
Leader or Room Leader to talk to them. If the Childcare Manager, Service Manager or Room Leader is not
available, please take their contact details and ask the Childcare Manager, Service Manager or Room Leader to get
in touch with them as soon as is practical.
The person making the complaint initially talks the issue through with the Childcare Manager, Service Manager or
Room Leader. If a resolution to the complaint or issue can be found at this informal stage a note is made on the
complaints log to record the issue, the action and the outcome, including any changes or improvements to be
made.
If the person decides that they do not want to address the issue informally, they may put their complaint in writing
and send it to the Childcare Manager, Service Leader or Room Leader. The Childcare Manager, Service Manager or
Room Leader will investigate the complaint and respond with their findings to the complainant within 28 days.
If the complainant is not satisfied with the outcome of the investigation, they may wish to appeal to the CEO at: The
Vinery Centre, Leeds Mencap, Vinery Terrace, Leeds, LS9 9LU. Tel: 0113 235 1331. E-mail
[email protected]
The CEO will review the evidence and respond within 10 working days. If the complainant is not satisfied with the
outcome, the second stage appeal will be dealt with by the Chair of Trustees. If the complaint is investigated
initially by the CEO, both stages of appeal will be dealt with by the Trustees. The final stage of any
complaint/appeal will be with the Chair of Trustees. Their decision will be final. A record should be kept at each
stage of the procedure.
We believe that most complaints are made constructively and can be sorted out at an early stage. We also believe
that it is in the best interests of the nursery and parents/carers that complaints should be taken seriously and dealt
with fairly and in a way that respects confidentiality.
The Role of the Registering Authority
In some circumstances, it will be necessary to involve Ofsted who have a duty to ensure requirements are adhered
to in order to encourage high standards. A parent/carer has the right to complain to Ofsted, if they have evidence
that the community nursery is not meeting the Early Years Foundation Stage statutory guidance. However, Ofsted do
not get involved with contractual issues, such as the payment of nursery fees.
Ofsted Contact Details:
The National Business Unit
Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD
03001231231
Leeds City Council Early Years’ Service may take action if a child appears to be at risk or where there seems to be a
possible breach of registration requirements.
In these cases, both the parent/carer and the nursery would be kept informed.
Nursery Education Grant Complaints:
If you feel you have not received your free entitlement in the correct way, please contact details below for the Early
Years Service.
Family Information Service
Early Years Service
Technorth Family Learning Centre
1st Floor 9 Harrogate Road
Leeds LS7 3NB
0113 2474386
[email protected]