Complaints Policy
We believe that children and parents are entitled to expect courtesy and prompt care for 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 the 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 groups provision should first talk over any worries and anxieties with the Playbox manager. The Playbox SENDco will be involved in talking over concerns parents have about the Playbox SEND provision.
If this does not have a satisfactory outcome within a couple of weeks, or if the problem recurs the parent should put their concerns or complaint in writing and request a meeting with the Playbox manager and the Chairperson of the management committee. The parent could 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 parents 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 actions so far and suggest further ways in which it might be resolved . She/ he will keep all discussions 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 the parents and the Playbox would be informed.
If you wish to approach the Early Year Directorate of Ofsted directly Telephone 0300131231
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 reviewed and updated at a meeting of the Playbox Committee held on 6th May 2025
Signed Chairperson Jane Sharp
