Complaints Policy

At Charnwood Nursery & Pre-school Group, we value open and honest communication with children, families and our wider community.

We want families to feel comfortable raising questions, concerns or complaints with us.

A complaint gives us an opportunity to listen, understand what has happened and, where appropriate, make improvements.

If you have a concern about your child’s experience, we encourage you to speak to a member of the team or the manager at your child’s setting in the first instance.

Many concerns can be resolved quickly through an open conversation.

We will listen carefully, treat your concerns seriously and aim to respond appropriately.

If your concern cannot be resolved informally, or you wish to make a formal complaint, you can ask for the matter to be dealt with under our formal complaints procedure.

You may be asked to provide information such as:

• Your name and contact details.
• Your child’s name, where relevant.
• The setting concerned.
• Details of your concern.
• Dates or relevant information.
• What outcome you are seeking.

We aim to:

• Listen to your concerns.
• Treat complaints fairly and respectfully.
• Investigate concerns appropriately.
• Keep relevant people informed.
• Maintain appropriate confidentiality.
• Take appropriate action where required.
• Learn from complaints and use feedback to improve our services.

Information relating to complaints will be handled sensitively and shared only where necessary for the investigation, safeguarding, legal or regulatory purposes.

If a concern relates to the immediate safety or welfare of a child, it should be raised with the setting’s safeguarding lead or manager without delay.

Safeguarding concerns will be handled in accordance with our safeguarding procedures.

Where appropriate, families may have the right to raise concerns with relevant external organisations, including Ofsted or other regulatory bodies.

The appropriate route will depend on the nature of the complaint.

CNPG maintains a detailed internal Complaints Policy setting out the full procedure, responsibilities and timescales.

The complete policy is available from CNPG where appropriate.

For further information or to raise a concern, please contact your child’s setting or:
Telephone: 0116 269 6162
Email: info@cnpg.uk