This article provides information regarding the Nursery’s complaints procedure.

The University of Portsmouth is committed to education of the highest quality and recognises that an important part of that commitment must be the provision of clear procedures for the registering of complaints.

Procedures for complaints by students can be accessed here.  In addition, the University Nursery is required by OFSTED to have a complaints procedure, which is set out below.

Children and parents are entitled to be treated with respect by Nursery staff and other Nursery users. The children in the Nursery’s care can expect a range of educational experiences, and for Nursery staff to work in accordance with Nursery policies and the staff protocol. 

The Nursery Managers will ensure that all complaints are taken seriously, dealt with in accordance with the procedures set out below and without unnecessary delay.

All complaints will be documented and OFSTED will be informed as necessary. Parents may also contact OFSTED directly themselves, with any comments or complaints by telephoning +44(0) 300 123 1231 or writing to: 

OFSTED

Piccadilly Gate

Store Street

MANCHESTER

M1 2WD

 

Informal Complaint If a parent is dissatisfied with any aspect of the Nursery provision the complaint must in the first instance be raised informally by speaking or writing to a Nursery Manager. 

At the time the complaint is raised the Manager will inform the parent of when they will receive a response to their complaint. An internal ‘Parent’s requests/suggestions/complaints form’ will be completed, and kept in the parent complaints file in the office filing cabinet. The Nursery complaints log will also be completed and shard with the parent. 

Both Nursery Managers will then discuss the issue and decide what action, if any, will be taken to resolve the parent’s complaint. One of the Managers will then inform the parent of the outcome of the informal discussion within the agreed timescale. 

 

Formal Complaint If the informal discussion fails to resolve the matter to the satisfaction of the parent, a formal written complaint may be lodged.

The formal written complaint must be headed ‘Formal Statement of Complaint’ and be submitted to a Nursery Manager. The Formal Statement of Complaint must: 

  • Set out clearly the nature and origin of the complaint
  • Detail the steps taken to resolve the complaint in accordance with the informal procedure detailed above
  • Explain why the outcome of the informal procedure is not considered to be satisfactory
  • Identify, as appropriate, the desired outcome of the complaint.

On receipt of a Formal Statement of Complaint, the Nursery Managers will send a written acknowledgment to the parent and send a copy of the Formal Statement of Complaint and the acknowledgment to the Executive Director of Corporate Governance and the relevant Nursery Managers’ line Manager, University Directorate. The managers are also responsible for completing an OFSTED complaints form and for informing OFSTED, as appropriate, without delay. 

The Nursery Managers will then investigate the complaint or will arrange for it to be investigated by an impartial senior member of staff.

The investigation will be carried out as rapidly as possible and should normally be completed within one calendar month of the date of receipt of the Formal Statement of Complaint. If the investigation cannot be completed within one calendar month, the parent will be notified of the fact, of the reasons why more time is required and of the intended date of completion.

Once the investigation has been completed, the Nursery Managers shall supply the parent with a written report of the findings and conclusions including if appropriate proposals for action to remedy the complaint. A copy of the written report will be lodged with the Executive Director of Corporate Governance and the relevant Pro Vice- Chancellor and OFSTED.

 

Review by the Executive Director of Corporate Governance If the parent is not satisfied with the report or the investigation is not completed within the normal time period, the parent may request a review by the Executive Director of Corporate Governance.

Such a request must be made in writing to the Executive Director of Corporate Governance within fourteen days of:

  • Either the date of issue of the report of findings and conclusions
  • Or the date by which the report should have been issued according to the timescale set out above.

Such a request must explain why the parent is not satisfied with the outcome.

The Executive Director of Corporate Governance shall decide whether a review is appropriate and shall notify the parent, the Nursery Managers and the relevant Pro Vice- Chancellor of the decision as to whether or not a review will be undertaken, in writing within fourteen days of receipt of the request.

The Executive Director of Corporate Governance will undertake the review, normally by commissioning a senior member of staff of the University to undertake it on his behalf, but reporting directly to him. The review will normally be completed within one month of the date of the request. Once the review has been completed, the Executive Director of Corporate Governance shall supply the parent, Nursery Managers and the relevant Pro Vice- Chancellor with a written report of finding, conclusions and any recommendations for action to remedy the complaint.

Where the report contains recommendations for action, the Nursery Managers will decide whether to follow them or take any other action to remedy the complaint. The Nursery Managers will notify the parent of that decision in writing within fourteen days of the receipt of the Executive Director of Corporate Governance’s report. A copy of that decision letter will be lodged with the Executive Director of Corporate Governance and the relevant Pro Vice-Chancellor and OFSTED. 

If the student remains unhappy with the review by the Executive Director of Corporate Governance they may complain to the Office of the Independent Adjudicator for Higher Education.

 

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