We aim to provide the highest quality care for all our children and to offer a welcome to each individual child and family and to provide a warm and caring environment, which all children can learn and develop as they play.

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

• 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 leader.

• If this does not have a satisfactory outcome within an agreed period of time, or if the problem recurs, the parent should put the concerns or complaint in writing and request a meeting with the leader and the chair 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 will be made.

• Parents/carers will be informed that a written record will be made of any complaints made, the response and outcome, whether compliant is made verbally or in writing.

 
Most complaints should be resolved informally or at this initial stage.

• if the matter is still not sorted out to the parent’s satisfaction, the parent should again contact the chair.

• If  parent and group cannot reach 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 but can help to clarify the situation. Children’s playlink could take this role.

• The mediator will help define the problem, review the action so far and suggest further ways in which it might be resolved.

The mediator will keep all discussion confidential. S/he will meet with the group if requested and will keep an agreed written record of any meetings that are held and of any advice s/he has given.

The role of the registering authority:

In some circumstances it will be necessary to bring in OFSTED, who have a duty to ensure laid down requirements are followed to encourage high standards. OFSTED 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 parent and the out of school club would be informed.

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