Complaints Procedure

GetWise believes that children and parents/carers are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our services and will give prompt and serious attention to any concerns about the running of the project.

We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate member of staff. If this does not achieve the desired result, we have a set of procedures for dealing with concerns.

We keep a ‘summary log’ of all complaints that reach stage 2 or beyond. This is to be made available to parents/carers as well as to OFSTED inspectors.

Making a complaint

Stage 1

Any parent who is uneasy about an aspect of GetWise’s provision may talk over, first of all, his/her worries and anxieties with the duty Supervisor.

Most complaints should be resolved amicably and informally at this stage

Stage 2

If this does not have a satisfactory outcome, or if the problem recurs, the parent moves to Stage 2 of the procedure by putting the concerns or complaint in writing to the supervisor and the management team.

GetWise stores written complaints in a separate file designed for complaints.

When the investigation into the complaint is completed, the supervisor meets with the parent to discuss the outcome.

When the complaint is resolved at this stage, the summary points are logged in the Complaints Record.

Stage 3

If a parent is not satisfied with the outcome of the investigation, he or she requests a meeting with the supervisor and a representative of the management team. Both the parent and the supervisor should have a friend or partner present if required.

An agreed written record of the discussion is made as well as any decision or action to take as a result.  All of the parties present at the meeting sign the record and receive a copy of it.

This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summary points are logged in the Complaints Record.

Stage 4

If at the Stage 3 meeting the parent and GetWise cannot reach agreemen, a GetWise Company Director will investigate further. A final meeting between the parent, the supervisor and the Director is held. The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint.

A record of this meeting, including the decision on the action to be taken, is made. Everyone present at the meeting signs the record and receives a copy of it.  This signed record signifies that the procedure has concluded.

parents/carers may approach OFSTED directly at any stage of this complaints procedure. In addition, where there seems to be a possible breach of our registration requirements, it is essential to involve OFSTED as the registering and inspection body with a duty to ensure the National Standards for Day Care are adhered to.

Ofsted, Complaints, Building C, Cumberland Place, Nottingham, NG1 6HT
Telephone No. 08456 404040

Records

A record of complaints against GetWise and/or the children and/or the staff is kept, including the date, the circumstances of the complaint and how the complaint was managed.

The outcome of all complaints is recorded in the Complaints Record which is available for parents/carers and OFSTED inspectors on request.