Brighter Beginnings Training
Policy Document - Making a Complaint
At Brighter Beginnings Day Nursery, we aim to provide the highest standards of teaching, learning and development for our students. To this end we are regularly inspected by several accredited bodies to ensure we are providing the highest level of service we can. However, there may be occasions when it may be appropriate to make a complaint, not only in cases when there may be an issue that needs investigating but also when there is feedback to be given against a member of staff or associated provider either positive or negative. We appreciate all client feedback, whether that is from an employer, employee, apprentice or a client and we will take all feedback seriously and take any appropriate actions.
The purpose of this policy is to:
This policy applies to all staff members, including individuals employed either full or part time, on a temporary basis, volunteers, and apprentices. All managers and senior staff are expected to ensure that all employees are aware of this policy and understand its scope. Managers should also make it clear that all employees, teammates, senior management, and directors have a responsibility to each other. The policy also aims to include information on the proper procedure for dealing with a complaint.
Directors / Senior Leadership Team / Trainers
The directors, senior leadership team and teachers have a direct responsibility for ensuring complaints are dealt with in a timely and efficient manner to the extent that the complaining party feels the complaint has been dealt with in a satisfactory manner.
The directors, senior team and teachers should (duties are listed in a non-exhaustive list):
Complaint’s procedure - Education and Skills Funding Agency - GOV.UK (www.gov.uk)
Office hours +0370 2670001
ESFA Complaints Team
Education and Skills Funding Agency
Trainers/Learning Facilitators and other employees of Brighter Beginnings Day Nursery
All other members of staff have a responsibility to ensure that any complaints that they have received are dealt with in a manner suitable to the complaint. Correct reporting and communication should be adhered to at all times.
All trainers/assessors and other employees should:
Diagram for handling complaints:
Complaints may take several forms:
In the vast majority of cases complaints can be dealt with informally and internally with the Training Centre Manager overseeing the proceedings. Verbal complaints and informal complaints should be passed over to either the direct line manager, Training Centre Manager or the Head of Education. It is important that the person managing the response to the complaint can adequately judge the severity of the complaint and respond appropriately. If this is not possible then the complaint should be passed to the Director for review. This may then be escalated further if necessary. In cases of the most serious complaints the Director (Sharon Street) should be informed who will handle proceedings. If in doubt, follow the diagram below:
(Written or verbal, formal or informal)
Record – full record of complaint taken
(Either a written summary of the conversation or a written formal complaint is received)
Feedback – Ensure that the complaining parties are aware that the complaint is being dealt with and that information will be passed to appropriate parties.
Information handover – Ensure all relevant information is handed over. Depending on the severity of the complaint an appropriate person should be informed. If this person feels the complaint needs escalating further, then it should be done so in the following order:
(Training Centre Manager > Head of Education>Director > External Agencies)
Actions Recorded – The lead manager responsible for responding to the complaint will list appropriate actions with clear timelines, and designate people to complete specific actions to support investigation/review. If an investigation is required, then the Director should be informed. All actions should be recorded.
Actions undertaken – All actions should be completed and the lead manager responsible for ensuring all evidence has been reviewed and a conclusion reached.
Feedback – A formal letter of feedback should be sent to the complaining parties detailing all actions undertaken. The complaint can then be either closed if the complainant accepts the response or escalated externally if required.
Reflection and review – All complaints are kept on file as a source of learning, practice development and quality assurance. Key learning is included in the quarterly Quality report to the Board. This file is available to external agencies inspecting the training centre.
Timescales - All complaints are to be acknowledged within 48 hours (working hours) of being received and a full response or interim response with clear actions and timescales provided to the complainant within 10 working days.
Adequate records of all complaints are kept in a file, whether digitally or in hardcopy by the Centre Training Manager. All documentation is saved and recorded. This includes:
|This policy was devised by||Brighter Beginnings|
|Devised on||10th September 2014|
|Reviewed on Next Review Date||February 2022 February 2023|
|Signed by||Alison Sheriston|
|Position||Head of Education|