Complaints

General Complaints Procedures

Parents are informed that should they feel at any time that they have reason for complaint or concern regarding the quality of service provision, in the first instance they should speak to the Office Manager.

FIRST STAGE

If the complaint concerns the Teacher, member of staff or student, the matter will be referred to the Office Manager and if it concerns the Office Manager it will be referred to the Managing Director of the College. After investigating, a response will be given, where possible, within seven operating days; If you are not satisfied with the response, you may send a written complaint to the school within ten operating days of receiving the response. Please Check Emperia College website or face book page for our operating days and times.

FORMAL COMPLAINT

Your written complaint should be made on a form (see overleaf). Emperia College will write to you within two operating days, where possible, to say they have received your written complaint; Staff will then investigate. Any complaint made in writing or made by e-mail that relates to the Requirements of the Voluntary Childcare Register will be fully investigated.

Any complaint will be dealt with in full within 28 days of receipt of the written complaint, including a written response which will include an account of the findings of the investigation and any action taken as a result.

Emperia College keeps a written record of complaints which includes:

the nature of the complaint,
how the complaint was dealt with,
the outcome of the investigation,
any action taken,
and whether the parent was given an account of the findings within 28 days of the date on which the complaint was received.
Complaint report summaries (data protected) are available to parents.

Complaints Form

Please complete and return to the Office Manager who will acknowledge receipt and explain what action will be taken. DATE:__________________

Your Name ……………………………………………………………………………………

Child’s Name …………………………………………………………………………………

Your Relationship to the Child ………………………………………………………….

Your Address …………………………………………………………………………………

…………………………………………………………………………………………………….

…………………………………………………………………………………………………….

Daytime Telephone Number …………………………………………………………….

Evening Telephone Number ……………………………………………………………

Please provide brief details, if any, of what action you have already taken to try and resolve your complaint. (Who did you speak to and what was the response?)