Chulmleigh Academy Trust

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CAT Preschools Limited

a subsidiary of Chulmleigh Academy Trust

Complaints Procedure

Statement of Intent

Our Preschools believe that children, parents and staff are entitled to expect courtesy and prompt, careful attention to their needs and wishes.  We welcome suggestions on how to improve our Preschools and will give prompt and serious attention to any reasonable concerns about the running of the Preschools.  We anticipate that most concerns will be resolved quickly by an informal approach to the Early Years Leaders of each preschool, or the Early Years Manager of CAT Preschools Limited.  If this does not achieve the desired result, we have a set of procedures for dealing with concerns.

Aim

We aim to bring all concerns about the running of our Preschools to a satisfactory conclusion for all the parties involved.

Procedure

To achieve this, we operate the following complaints procedure:

Stage 1

  • Any parent/carer who is uneasy about an aspect of the Preschools provision talks over, first of all, his/her worries and anxieties with the Early Years Leaders, or Early Years Manager of CAT Preschools Limited.

Stage 2

  • If this does not have satisfactory outcome, or if the problem recurs, the parent/carer moves to Stage 2 of the procedure by putting the concerns or complaint in writing to the Directors of CAT Preschools Limited.
  • Most complaints should be able to be resolved informally at Stage 1 or at Stage 2.

Stage 3

  • The parent/carers request a meeting with the Early Years Manager and one of the Directors of CAT Preschools Limited.  Parent/carers can have a partner, friend or colleague present if required.   This person should be acceptable to both parties, listen to both sides and offer advice.  An agreed written record of the discussion is made.  All of the parties present at the meeting sign the record and receive a copy of it.
  • This signed record signifies that the procedure has concluded.

Stage 4

  • If at the Stage 3 an agreement cannot be reached, an external mediator is invited to help to settle the complaint.     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.
  • The mediator keeps all discussions confidential.  He/she can hold separate meetings with the Early Years Manager, Director of CAT Preschools Limited 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 he/she gives.

Stage 5

  • When the mediator has concluded his/her investigations, a final meeting between the parent/carer, Early Years Manager and Director of CAT Preschools Limited 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.

Parent/carers may approach Ofsted directly at any stage of this complaint procedure, if they think there may seem to be a possible breach of registration requirements.  It is essential to involve Ofsted as part of the Registration and Inspection body with a duty to ensure the Welfare Requirements are adhered to.  In these cases, both the parent/carer, Early Years Manager and Directors of CAT Preschools Limited work together with Ofsted or Area Safeguarding Committee to ensure a proper investigation of the complaint is followed with appropriate action.

The address and telephone number of our Ofsted Regional Centre is:

The National Business unit
OFSTED
Piccadilly Gate
Store Street
Manchester M1 2WD
Tel: 0300 123 1231

Records

A record of complaints against CAT Preschools Limited and/or children and/or the staff  working in our Preschools is kept, including the date, the circumstances of the complaint and how the complaint was managed.