Key facts and statistics

• According to Ofsted, approximately 3,000 complaints are lodged against early years settings in the UK each year (Ofsted, 2022).
• A report by the Department for Education (DfE) found that clear communication and complaint resolution are vital for maintaining high levels of parental satisfaction in early years settings (DfE, 2023).
• Research shows that 70% of complaints are resolved satisfactorily when managed through transparent procedures that include open communication and timely responses (National Day Nurseries Association, 2022).

These statistics highlight the importance of addressing complaints in a structured and transparent way, ensuring parents and carers feel heard and valued.

Legislation and regulatory framework

Complaints in early years settings are governed by several pieces of legislation and statutory frameworks:

• The Early Years Foundation Stage (EYFS) Framework - The EYFS sets out that early years providers must have an accessible and effective Complaints Policy in place. It requires providers to investigate all complaints made by parents, guardians, or carers about their compliance with the EYFS.
• The Childcare Act 2006 - This Act mandates that all early years providers must have written procedures for dealing with complaints and provide a written response within 28 days.
• Ofsted guidelines - Ofsted requires early years providers to maintain a written record of all complaints and their outcomes, which must be made available to inspectors upon request.

Key elements of a complaints policy and procedure

To ensure that complaints are handled effectively, early years providers should include the following elements in their complaints policy:

• Accessibility - The complaints policy should be easy to access, written in plain language, and available to all parents, carers, and staff. It should be displayed prominently in the setting and provided upon request.

• Clear process for raising complaints - Provide multiple channels for parents and carers to raise complaints, whether verbally, in writing, or through email. Ensure there is a named individual responsible for managing complaints.

• Timeline for resolution - Clearly outline the timeline for responding to and resolving complaints. The EYFS framework stipulates that written complaints should be acknowledged within 28 days, but it is good practice to provide an initial response within five working days.
• Confidentiality - Ensure that all complaints are handled confidentially, with only those involved in the investigation having access to the information. Confidentiality protects both the complainant and those involved in the complaint.
• Formal investigation process - For more serious complaints, a formal investigation process should be initiated. This includes appointing an impartial investigator, gathering evidence, and providing a formal written response to the complainant.
• Record keeping - Keep detailed records of complaints, including the date received, actions taken, and the outcome. This ensures transparency and accountability and is a regulatory requirement by Ofsted.
• Appeals process - Provide an appeals process for complainants who are dissatisfied with the initial outcome. This gives them an additional avenue for review and resolution.

Best practice for implementation

To ensure the effective implementation of a complaints policy, early years settings should adopt the following best practices:

• Proactive communication - Regularly communicate the existence of the Complaints Policy to parents and carers. Hold periodic meetings to ensure that parents feel comfortable raising concerns and are aware of the process.
• Training for staff - All staff members should be trained in the complaints procedure, ensuring they understand their roles and responsibilities. Regular refresher training can help keep the process top of mind.
• Swift resolution - While the statutory requirement is 28 days, aim to resolve complaints swiftly. The sooner a complaint is addressed, the less likely it is to escalate.
• Engagement with parents - Encourage parents and carers to provide feedback, even when it is not a formal complaint. This fosters a positive relationship and helps identify and resolve issues before they become formal complaints.
• Monitoring and reviewing the policy - Regularly review the complaints policy to ensure it remains relevant and up to date with legislative changes. Engage staff and parents in this review process to ensure it is practical and fit for purpose.

Conclusion

A transparent and well-implemented complaints policy is essential for building trust between early years providers and the families they serve. By following best practices and adhering to regulatory requirements, early years settings can create an environment where concerns are addressed efficiently and professionally.

For further guidance on developing and implementing complaints policies and procedures, explore how ComplyPlus™ can support your early years setting with comprehensive compliance management tools and training.

With ComplyPlus™, early years providers can ensure that their complaints policy is always in line with current legislation. The software also helps track complaints, ensuring they are logged, investigated, and resolved in line with best practices. ComplyPlus™ simplifies the process, making it easier for early years providers to maintain compliance while fostering trust with parents and carers.

The role of ComplyPlus™ in supporting complaints management

Managing complaints efficiently while complying with all relevant legislation can be challenging for early years providers. ComplyPlus™ offers a comprehensive solution, providing early years settings with access to up-to-date policies, procedures, and training, including complaints management.

Ensure your early years setting meets all complaints management requirements. Explore ComplyPlus™ today to discover our comprehensive solutions for managing complaints, staff training, and maintaining regulatory compliance in early years settings.