2.1.1 Complaints Policy |
SCOPE OF THIS CHAPTER
This chapter deals with complaints in Play and Youth settings. This chapter should be read in conjunction with the Youth Service Equal Opportunities Commitment Procedure and City of London's Representations, Complaints and Confidential Reporting Procedure.
Contents
1. Introduction
This chapter explains how complaints in Play and Youth Settings should be dealt with. It compliments the Corporate Complaints Procedure by describing stage 1 of the process which is the Local Resolution of complaints. If the complaint is not successfully dealt with in this manner see Section 5, Ofsted.
In line with the Playcentre's commitment to partnerships with parents/carers and staff and the Equal Opportunities policy, the Playcentre have produced clear guidelines for all users of this service to follow.
2. Informal Complaint
Parents or carers, who feel they have a complaint or concern regarding the standard of service or a member of the staff team, should contact the Manager or Co-ordinator in the first instance who will discuss the complaint or concern in an informal manner. Often misunderstandings can be dealt with in an extremely effective manner. Users of this service can be confident that they are able to complain effectively and without fear of victimisation. All complaints will be investigated immediately.
3. Formal Complaint
If a parent would prefer the complaint to be dealt with officially then staff should ensure the complaints procedure is followed and assist the parent in the procedure as set below.
4. Complaints Procedure
City of London Complaints and Suggestions Form
Step one: The parent or carer making the complaint should ask the person in charge for a Complaints, Comments and Suggestions Form or print it off from the City of London website.
Step two: The parent or carer making the complaint should complete the form and send to the Complaints Officer.
Step three: A Manager should try to help. This should take 10 working days. If more time is needed they should seek the permission of the parent or carer.
If the parent or carer is unhappy after this time they should ask for the complaint to be investigated. The Complaints Officer will ask an independent person who is not employed by the City of London Corporation to undertake this. The investigation should take no longer than 25 working days.
If the parent or carer feel that the complaint has not been dealt with they can appeal to a review panel. The review panel consists of three people who are not employed by the City of London Corporation. The panel will investigate the complaint and will report back. The Complaints Officer should arrange the panel within 30 working days. After the panels initial meeting they will take 5 working days to come to a decision and should put this into writing for the parent or carer within 20 days.
5. Ofsted
All play services have to be registered and inspected by OFSTED. Concerns which relate to the quality of care in the first instance should be addressed with the provider.
Parents and carers have the right to contact OFSTED if their complaint or concern has not resolved or if they have a serious concern such as:
- A concern that a child may be likely to suffer Significant Harm in which case they can also contact Children's Social Care or the police if they believe an offence has been committed.
- They have a concern that the play facility has not been registered.
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