Complaints

The Fakenham Gateway Children’s Centre is committed to providing a safe, welcoming, consistent and accessible service to children and their parents/carers.  We always aim to provide high quality services for everyone.

We would like to know your views on our services. If you would like to compliment or comment on our services please feel free to speak to a member of staff, post a comment or rate us on our Facebook page.  All parents are welcome to joint our Parents’ Forums which are an opportunity for parents to share their views on the services of the Children’s Centre.

We accept that sometimes things do not always go to plan.  In such circumstances, we also want to know so that we can put things right and learn from our mistakes. If you have a complaint, please follow the steps below:

Step One
If you are unhappy with an aspect of the Children’s Centre service, please speak to a staff member or to the Centre Manager:

Janice Jackson – Centre Manager
Tel: 01328 864511 option 1

If the issue you wish to discuss is in relation to the Centre Manager you should contact the Headteacher:

Sarah Gallichan – Head Teacher
Tel: 01328 864511

If the Centre Manager or Head Teacher is unavailable a message can be left at reception requesting that they contact you, this should be within 48 hours. In discussion with you, the Manager or Head teacher will try to resolve the issue and find a satisfactory resolution.  Within 10 working days, you will be given written feedback as to the outcome of your discussions.

Step Two
If informal discussion with a member of staff, the Centre Manager or the Head Teacher does not resolve the problem, you should put your complaint in writing to the Centre Manager or  Head Teacher, with the relevant dates, names and description of the incident.

The Children’s Centre will acknowledge receipt of the complaint within three working days. There will be a full investigation of the issue within 15 working days.  If there is any delay, the Children’s Centre will advise you of this and offer an explanation.

The Centre Manager or Head Teacher will be responsible for sending you a full and formal response to the complaint. This formal response will be sent to you and copied to relevant members of staff if appropriate.  The response will include recommendations for dealing with the complaint and for any amendments to the Children’s Centre’s policies or procedures emerging from the investigation.

The Centre Manager or Head Teacher may arrange a time with you to discuss the complaint, along with any other relevant parties, such as members of staff.

If the Centre Manager or Head Teacher has reason to believe that the situation has child protection implications, they may inform the local Children’s Services department. If any party involved in the complaint has good reason to believe that a criminal offence has been committed, they may contact the police.

Step Three
If putting your complaint in writing to the Centre Manager or Head Teacher does not resolve the problem, you may write to the Children’s Centre Governor – Jennifer Rest.

If at the conclusion of this process you remain dissatisfied with the Children’s Centre response, you can contact Norfolk County Council, who will provide you with details of how you can take your complaint to the Local Government & Social Care Ombudsman.

Norfolk County Council contact details are as follows:
Tel: 0344 800 8020
Email: cscomplaintsteam@norfolk.gov.uk

Monitoring Arrangements
This policy will be monitored by the governing body and revised as appropriate and not less than two years from the date of its adoption. Any incidents of concern relating to this policy will be referred to the Chair of the Governors by the Centre Manager.

 

Further information is also available through the following policies and procedures:

  • Staff Disciplinary Process (19)
  • Staff Induction (8)
  • Confidentiality & Data Protection (4)
  • Safeguarding Children (5)
  • Anti-bullying (6)
  • Equal Opportunities & Inclusion (7)
  • Staff Grievance (12)
  • Staff Code of Conduct (39)
  • Accident & Incident (13)
  • Whistleblowing (29)

 

Date adopted: 19/09/2017
Review Due: Autumn 2019