When it comes to devising policies and procedures for your setting, you will need a clear outline of what should be in place - and this will help you to deal with any complaints the best you can. Here are my suggestions, but you may want to add pointers of your own.
Even outstanding settings receive concerns and complaints from parents and it is important to deal with these appropriately and promptly. Parents need to feel that they have been listened to and that their complaint has been acted on. On a few occasions, parents have said to me that there is a complaints policy but they feel that there is a defensive approach if they speak to the manager.
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