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


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

Procedures for complaints by students can be found in the Handbook of Student Regulations, Academic Registry. In addition, the University Nursery is required by OFSTED to have a complaints procedure, which is set out below.

The Nursery managers will ensure that all complaints are taken seriously, dealt with in accordance with the procedure set out below and without unnecessary delay.
All complaints will be documented and OFSTED will be informed as appropriate, without delay. Parents may also contact OFSTED directly themselves, with any comments or complaints by telephoning 0300 123 1231 or writing to:


National Business Unit,

OFSTED,

Piccadilly Gate,

Store Street,
Manchester

M1 2WD

Informal Complaint


If a parent is dissatisfied with any aspect of the Nursery provision the complaint can 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.

Both Nursery managers will then discuss the issue and decide what action will be taken to address the parent’s complaint. A Nursery manager will complete a Nursery requests/suggestions/complaints form with details of the complaint and action necessary to address the issue, within the agreed timescale. Parents will be asked to sign this record.

Managers will ensure that all actions to be taken have actually been carried out, 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 so far 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 Bernie Topham (Chief Operating Officer), the University Directorate and OFSTED, if appropriate.


The Nursery Managers will then investigate the complaint or will arrange for it to be investigated by an impartial senior member of University staff and will be guided by any requirements from OFSTED. Managers will complete an OFSTED ‘Provider complaints record’ and share with parents, as necessary.


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 will 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 sent to Bernie Topham (Chief Operating Officer), the University Directorate and OFSTED, if appropriate.


Review by the University Secretary

 

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 Adrian Parry (the Director of Corporate Governance).


Such a request must be made in writing to the 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 Director of Corporate Governance will decide whether a review is appropriate and will notify the parent, the Nursery managers and Bernie Topham of the decision as to whether or not a review will be undertaken, in writing within fourteen days of receipt of the request.


The Director of Corporate Governance will undertake the review, normally by commissioning a senior member of staff of the University to undertake it on their behalf, but reporting directly to them. The review will normally be completed within one month of the date of the request. Once the review has been completed, the Director of Corporate Governance will supply the parent, Nursery managers and Bernie Topham 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 Director of Corporate Governance's report. A copy of that decision letter will be lodged with the Director of Corporate Governance, Bernie Topham and OFSTED. Once the Director of Corporate Governance has issued the report and the Nursery managers have issued the decision letter, the matter is closed. 

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