Policy and Procedure No.46
Comments and Complaints
Our Complaints Policy is issued to all families as part of the registration process. It is also available www.millfield-preschool.co.uk
Where parents/carers are not satisfied that their child is receiving the free entitlement in the correct way (as set out in this funding agreement and in Early Education and Childcare Statutory guidance for local authorities), a complaint can be submitted directly to the manager, Tegan Kidman.
At Millfield Pre-school (MPS) our aims are:
a. To provide a safe, stimulating, and caring environment where the children and their families feel welcome and valued.
b. We believe in working together with parents/carers to ensure their child’s needs are identified and met.
c. We welcome comments from parents/carers about our provision.
d. We recognise parents/carers are the prime educators of their children.
e. We value all comments, whether negative or positive, about MPS.
f. Positive comments are a good indicator for parents/carers to let us know that our work is valued and appreciated.
g. Parents/Carers wishing to make a concern known to MPS should first talk to the Lead Practitioner/Manager. Most problems can be resolved effectively this way. Where Parents/Carers are not satisfied that their child is receiving the free entitlement in the correct way (as set out in this funding agreement and in Early Education and Children Statutory guidance for local authorities), a complaint can be submitted directly to the Lead Practitioner/Manager. If the complaint is about the Lead Practitioner/Manager, the parents are able to go straight to the Chairperson of the Committee.
h. If a situation is not resolved, the parents/carers next course of action should be to approach the Chair of the Committee.
i. Any official complaints are recorded on the Provider’s Complaints Record. Confidentiality will be always maintained and names of those making the complaint, or to whom the complaint relates, will not be recorded on the form.
j. The outcome of the investigation will be recorded, and an account of the findings and any action taken will be given to the person making the complaint within 28 days. If MPS believes it appropriate, or if it is asked for, a letter will be sent giving more details.
k. If this fails to resolve the problem, the Ofsted Early Years Directorate may be able to assist if the concern is about the requirements set by the Children Act and the Day Care Standards.
l. Everyone involved with the discussion and outcome of a complaint will be required to treat all information as confidential.
Contact Name and Address for any concerns:
Contact ARC team
Ofsted Early Years
Piccadilly Gate
Store Street
Manchester
M1 2WD
Tel No: 0300 123 1231
Signed: Clara Hall- Chairperson
Signed: Tegan Kidman- Lead Practitioner/Manager.
Reviewed: 11th February 2026
Review: 11th February 2027.