Complaints Procedures

We believe children and parents are entitled to   expect courtesy and prompt, careful attention to their needs and wishes. Our intention is to work in partnership with parents and the community generally and we welcome suggestions on how to improve our group at any time.

Making concerns known

To obtain general feedback and represent the views of parents, there are always spaces available for parent representatives to sit on our committee so that any parental comments or suggestions can be made at committee level. Current representatives are displayed on the notice board at all times.

On a personal level, a parent who is uneasy about any aspect of the group’s provision should first of all talk over any worries and anxieties with The Playbox Manager. The Playbox SENCo will be involved in talking over any concerns parents have about The Playbox SEN provision.

If this does not have a satisfactory outcome within a couple of weeks, or if the problem recurs, the parent should put the concerns or complaint in writing and request a meeting with The Playbox Manager and the Chairperson of the management committee. Both parents and the leader should have a friend or partner present if required and an agreed written record of the discussion should be made. All complaints will be dealt with within 28 days once a concern has arisen.

Most complaints should be resolved informally

If the matter is still not sorted out to the parent’s satisfaction, the parent should again contact the Chairperson.

If the parent or the group cannot reach an agreement, it might be helpful to invite an external mediator, one who is acceptable to both parties, to listen to both sides and offer advice. A mediator has no legal powers.

The mediator will help define the problem, review the action so far and suggest further ways in which it might be resolved. She/he will keep all discussion confidential and will keep an agreed written record of any meetings that are held.

The role of the registering authority

In some circumstances it may be necessary to bring in the local authority registration and inspection unit, who have a duty to ensure laid down requirements are adhered to. The registering authority would be involved if a child appeared to be at risk or where there seemed to be a possible breach of registration requirements. In these cases both parents and The Playbox would be informed.

If you wish to approach the Early Years Directorate of Ofsted directly Telephone:- 0300 123 1231 or write to:-  Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD.

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 Playbox and parents that complaints should be taken seriously and dealt with fairly and in a way that respects confidentiality.

This policy was adopted at a meeting of The Playbox committee held on 11th September 1996

This policy was reviewed & updated at The Playbox AGM held on 1st October 2008.

This policy was reviewed & updated at The Playbox committee held on 26th March 2013.

This policy was reviewed at The Playbox AGM held on 14th October 2014.

This policy was reviewed at The Playbox committee meeting 23rd November 2015

This policy was reviewed  at a meeting of The Playbox committee on 7th November 2016

This policy was reviewed & updated at a meeting of The Playbox committee held on   9th May 2019

This policy was reviewed by email & signed by the chairperson on the 22nd October  2020

Signed  Chairperson:     Jane Sharp

Helpful links

Pre-registration Form