Young Cooks Club
Complaints Policy
At
Young Cooks Club we aim
to work in partnership with parents to deliver a high quality service for
everyone. If for any reason we fall short of this goal, we would like to be
informed in order to amend our practices for the future. Our complaints policy
is displayed on the premises at all times. Records of all complaints are kept
for at least three years. A summary of complaints is available for parents on
request.
The
managers are usually responsible for dealing with complaints. If the complaint
is about one of the managers, the other senior member of staff will investigate
the matter. Any complaints received about staff members will be recorded on an Incident
log and a Complaints log will be completed. Any complaints made will
be dealt with in the following manner:
Stage
one
Complaints
about aspects of Club activity:
·
The manager will discuss the matter informally with the parent or
carer concerned and aim to reach a satisfactory resolution.
Complaints
about an individual staff member:
·
If appropriate the parent will be encouraged to discuss the matter
with staff concerned.
·
If the parent feels that this is not appropriate, the matter will
be discussed with the manager, who will then discuss the complaint with the
staff member and try to reach a satisfactory resolution.
Stage
two
If
it is impossible to reach a satisfactory resolution to the complaint through
informal discussion, the parent or carer should put their complaint in writing
to the manager. The manager will:
·
Acknowledge receipt of the letter within 7 days.
·
Investigate the matter and notify the complainant of the outcome
within 28 days.
·
Send a full response in writing, to all relevant parties,
including details of any recommended changes to be made to the Club’s practices
or policies as a result of the complaint.
·
Meet relevant parties to discuss the Club’s response to the
complaint, either together or on an individual basis.
If
child protection issues are raised, the manager will refer the situation to the
Club’s Child Protection Officer, who will then contact the Local Authority
Designated Officer (LADO) and follow the procedures of the Safeguarding
Children Policy. If a criminal act may have been committed, the manager
will contact the police.
Written
in accordance with the Statutory Framework for the Early Years Foundation
Stage (2017): Safeguarding and Welfare Requirements: Complaints [3.74-3.75].