Complaint Policy Statement
At Geek School Tutoring, we believe that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our business and will give prompt and serious attention to any concerns rasied about our lessons, or the running of the venues or online sessions.
We anticipate that most concerns will be resolved quickly with an informal approach to the appropriate member of staff or managing director. If this does not achieve the desired result, we have a set of procedures for dealing with parental concerns. We aim to bring all concerns about the running of our setting to a satisfactory conclusion for all of the parties involved.
All settings are required to keep a written record (‘summary log’) of any complaints that reach stage 2 and above and their outcome. This is to be made available to parents as well as to Ofsted inspectors on request.
Making a complaint
Any parent who has a concern about an aspect of the setting’s provision talks over, first of all, his/her concerns with the setting staff, or managing director.
Most complaints should be resolved amicably and informally at this stage.
If Stage 1 does not have a satisfactory outcome, or if the problem recurs, the parent can move to the second stage of the procedure by putting the concerns or complaint in writing to the managing director via email to firstname.lastname@example.org.
If the complaint involves a detailed investigation, the managing director may wish to store all information relating to the investigation in a separate file designated for this complaint.
When the investigation into the complaint is completed, the managing director will arrange to speak to or meet with the parent to discuss the outcome.
Parents must be informed of the outcome of the investigation within 28 days of making the complaint.
When the complaint is resolved at this stage, the summative points are logged in the Complaints Summary Record.
If the parent is not satisfied with the outcome of the investigation, he or she requests a meeting with the managing director. The parent should have a friend or partner present if required and the leader should have the support of a member of staff present.
An agreed written record of the discussion will be made as well as any decision or action to take as a result. All parties present at the meeting will sign the record and receive a copy of it.
This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summative points are logged in the Complaints Summary Record.
If at the stage three meeting the parent and setting cannot reach agreement, an external mediator may be 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 appropriate persons to be invited to act as mediators.
The mediator keeps all discussions confidential. He or she can hold separate meetings with Geek School Tutoring’smanaging director, Joycellyn Akuffo) and the parent, if this is decided to be helpful. The mediator keeps an agreed written record of any meetings that are held and of any advice s/he gives.
When the mediator has concluded the investigations, a final meeting between the parent and Geek School Tutoring’smanaging director, Joycellyn Akuffo. The purpose of this meeting is to reach a decision about the action to be taken to deal with the complaint. The mediator’s advice will be 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, will be 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 role of the Office for Standards in Education, Children’s Services and Skills (Ofsted) and the Local Safeguarding Children Board
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 requirements of the provider are adhered to. The number to call Ofsted with regard to a complaint is: 0300 123 1231
These details are displayed on our setting’s notice board.
If a child appears to be at risk, Geek ?School Tutoring’s settings follows the procedures of the Local Safeguarding Children Board in either Bromley or Lewisham’s borough local authority.
In these cases, both the parent and setting are informed and the setting leader works with Ofsted or the Local Safeguarding Children Board to ensure a proper investigation of the complaint, followed by appropriate action.
A record of complaints against our setting and/or the children and/or the adults working in our setting 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 Complaint Investigation Record which is available for parents and Ofsted inspectors on request