Complaints

How we treat concerns

Alamiyah Montessori believes that every person should be treated with fairness and compassion in every situation. Therefore, prompt and serious attention will be given to any concerns raised by parents about the childcare or operation of the setting. Most concerns can be resolved quickly and informally by discussing the issues with the Manager/Director. However, if this does not achieve a satisfactory result, there is a clear process for parents to lodge a complaint so that the issue at hand can be investigated further. All complaints are logged and reviewed by Management throughout the year. Complaints forms are available to parents at all times.

Step 1, discuss the concern or complaint with the Manager

Any parent who has a concern/complaint relating to an aspect of their child's treatment, safety, education, or any other related issue, should first discuss their concerns with their child's teacher at the earliest opportunity. If the concern/complaint has not been resolved, then a meeting with the Manager should be arranged at the earliest opportunity to endeavour to resolve the issue informally.

Step 2a, raising a formal complaint

If discussions and or meetings do not have a satisfactory outcome, or if the problem re-occurs, the parent should put their concern/complaint into writing and pass to the Manager, who will in turn notify the Director and launch an investigation.

Step 2b, investigation

A letter will be sent to the parent advising that the complaint has been received and will be investigated as a matter of priority. Meetings will be arranged as necessary. A provisional date will be provided of when the findings will be communicated back to the parent.

Step 3, panel hearing

If, following a failure to reach an earlier resolution, a complainant can request a panel hearing. The complainant would be expected to put this request in writing to the Board of Trustees, giving reasons why they remain dissatisfied. On receipt of this request a Complaints Panel will be convened. The Complaints Panel will write to the complainant, informing them of the decision and the reasons for it and setting out any recommendations. Please see full Complaints Policy on the website for details.

If the complaint is about the Director

If the concern/complaint relates to the Director then the complainant should write to the Head of Appeals and Complaints ([email protected]). The Head of Appeals and Complaints is an independent member of the Board of Trustees who is not involved in the day-to-day management of the setting.

Complaining directly to Ofsted

Parents may complain directly to Ofsted if they believe the setting is not meeting the Early Years Foundation Stage requirements by calling 0300 123 1231 or emailing [email protected].