Complaints Procedure
Statement of Intent

BURFORD PRESCHOOL C.I.C. aims to provide the very highest standard of care for all children.  Children and their parents/carers are entitled to expect a warm welcome, courtesy at all times, and prompt careful attention to their needs and wishes. We will work cooperatively with parents and carers to ensure this. We welcome any feedback, whether positive or negative, on the service we provide. Any unresolved complaints will be referred to Ofsted.


We aim to bring all concerns about the running of BURFORD PRESCHOOL C.I.C. setting to a satisfactory conclusion for all of the parties involved.  Any complaints will be dealt with promptly and the complainant will receive a response of any actions taken within 28 days of the complaint being made. 

Parents may approach Ofsted directly at any stage of this complaints procedure. In addition, where there seems to be a possible breach of the setting's registration requirements, it is essential to involve Ofsted as the registering and inspection body with a duty to ensure the Early Years Foundation Stage Statutory Framework is adhered to.

The address and telephone number of our Ofsted regional centre is:

Piccadilly Gate
Store Street
M1 2WD

Telephone:          0300 1231 231


To achieve this, we operate the following complaints procedure. BURFORD PRESCHOOL C.I.C. is required to keep a 'summary log' of all complaints that reach stage 2 or beyond. This is to be made available to parents as well as to Ofsted inspectors. Our full procedure is set out in the Pre-school Learning Alliance publication 'Complaints Summary Record'. This publication acts as the 'summary log' for this purpose.  Parents are informed of the complaints procedure via the settings Prospectus (a copy is given to all new Parents) and a copy is kept in the setting cloakroom, together with a copy of the complaints policy.

Making a complaint:

Stage 1

  • Any parent who has a concern about any aspect of the Preschool's provision talks over, first of all, his/her worries and anxieties with the Preschool Manager.

  • 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 Preschool Manager.

  • For parents who are not comfortable with making written complaints, there is a template form for recording complaints in the above-mentioned publication; the form may be completed with the Preschool Manager and signed by the parent.

  • Details associated with the complaint will be recorded, taking care not to name individuals and the identity of the complainant is kept anonymous.

  • The Preschool stores written complaints from parents in the Complaints folder, in the locked filing cabinet. However, if the complaint involves a detailed investigation, the Preschool leader may wish to store all information relating to the investigation in a separate file designated for this complaint, in the Complaints folder.

  • When the investigation into the complaint is completed, the Preschool Manager and the Deputy Preschool Manager will meet with the parent to discuss the outcome.

  • When the complaint is resolved at this stage, the summarised points are logged in the Complaints Summary Record, which is stored in a lockable cabinet with limited access.

 Stage 3

  • If the parent is not satisfied with the outcome of the investigation, he or she requests a meeting with the Preschool Manager.  The parent should have a friend or partner present and preschool will have two members of staff present (the child’s keyperson and Preschool Manager).

  • 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 will receive a written record and are required to sign it.

  • This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summarised points are logged in the Complaints Summary Record, which is stored in a lockable cabinet with limited access.

Stage 4

  • If at the Stage 3 meeting the parent and BURFORD PRESCHOOL C.I.C. cannot reach agreement, an external mediator is invited to help to settle the complaint. This person should be acceptable to both parties, listen to both sides and offer advice. 

  • A mediator has no legal powers but can help to define the problem, review the action so far and suggest further ways in which it might be resolved.  Staff or volunteers within the Pre-school Learning Alliance are considered by BURFORD PRESCHOOL C.I.C. to be appropriate persons to be invited to act as mediators.

  • The mediator keeps all discussion confidential. S/he can hold separate meetings with the Preschool Manager and the parent, if this is decided to be helpful.

  • The mediator will keep an agreed written record of any meetings that are held and of any advice s/he gives

Stage 5

  • When the mediator has concluded her/his investigations, a final meeting between the parent and the Board of Directors is held. The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint.

  • The mediator's advice is used to reach this conclusion. The mediator is present at the meeting if all parties think this will help a decision to be reached. 

  • 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. The records are stored in a lockable cabinet within the setting with limited access.


  • If a child appears to be at risk, the Preschool follows the safeguarding procedures of the Shropshire First Point of Contact (FPOC) - Please see the Children Safeguarding Policy for details

  • In these cases, both the parent and BURFORD PRESCHOOL C.I.C. are informed and the Preschool Manager works with Ofsted or Shropshire's First Point of Contact (FPOC) to ensure a proper investigation of the complaint, followed by appropriate action.


A record of complaints against BURFORD PRESCHOOL C.I.C. and/or the children and/or the adults working in our Preschool 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 Summary Record that is available for parents and Ofsted inspectors on request.

All records are kept for a period of three years.

Key Legislation

Data Protection Act (1998 + 2003)
Freedom of Information Act (2000)