Comments and Complaints and ZERO TOLERANCE towards staff

Policy and Procedures

At Jack in the Box we aim to provide a safe, stimulating and caring environment. We will ensure that the children and their families feel welcomed and valued to help us ensure that all children’s needs are identified and met. While we encourage open feedback and aim to resolve all complaints fairly, our staff have the right to work in a safe environment. We have a zero tolerance policy towards abusive, aggressive discriminatory behaviour. Such actions may lead to the termination of your child’s place at the setting

  1. Informal Stage
  • Initial Discussion: We encourage parents to raise minor concerns directly with the manager or relevant staff member as they arise. Most issues can be resolved through immediate, informal dialogue.
  • Resolution Goal: We aim to resolve informal concerns within 5 working days.
  1. Formal Stage
  • Submission: If the matter is not resolved informally, a formal complaint must be submitted in writing (letter or email) to the Manager Jenny Ellis  email; jackintheboxearlyyears@gmail.com
  • Acknowledgement: The setting will acknowledge receipt within 2-3 working days.
  • Investigation: The Manager will conduct a full investigation, which may involve interviewing staff or reviewing records.
  • Outcome: Complainants will receive a written notification of the outcome within 28 days, as required by the Childcare Act 2006.

Escalation: If dissatisfied, parents can request a review an independent panel. Ultimately, if the complaint relates to a breach of statutory requirements, they may contact Ofsted at 0300 123 4666.  www.ofsted.gov.uk

  1. Zero Tolerance Procedure (Unacceptable Behaviour) 
  • In line with the 2026 legal duty to prevent third-party harassment, we maintain a safe environment for our staff.

We define unacceptable behaviour as:

  • Physical or Verbal Abuse: Shouting, swearing, or aggressive gestures toward staff, children, or other parents, in or outside of The Setting.
  • Harassment: Persistent, repetitive, or vexatious contact that disrupts the Pre school operations or every day life for the staff member outside of work.
  • Defamation: Making malicious or derogatory comments about staff on social media.

Our Response Strategy:

  1. Immediate Action: Staff are authorized to end any interaction (in person or by phone) that becomes abusive.
  2. Formal Warning: A written warning will be issued detailing the behaviour and its impact.
  3. Restricted Contact: We may implement a communication plan, such as limiting the parent to one designated contact person or one communication channel (e.g., email only).
  4. Termination of Place: In extreme cases or where behaviour repeats after a warning, we reserve the right to withdraw the child’s place with immediate effect, contacting West Sussex if the child is in receipt of government funding and Ofsted.

Police Involvement: Physical violence or credible threats will be reported to the police immediately.

  • Protecting Staff from Third-Party Harassment Our policy covers any harassment that arises from the professional relationship, regardless of the location 2026. This includes off site harassment, including those occurring off-site or outside of normal operating hours, where the interaction is related to the staff member’s employment at Jack in the Box Preschool. We view this is a “reasonable steps” in protecting our staff and will have grounds for terminating contracts.
  • Reputational and Professional Impact: Abusive behaviour toward staff at any time or place undermines the “trust and confidence” necessary for the professional relationship and mutual respect. Harassment of staff in any public spaces e.g., supermarket, school playgrounds or on social media” are specific example of unacceptable behaviour that may result in the immediate withdrawal of a child’s place. We take the safety and dignity of our staff very seriously. :
  • Reporting:  We encourage staff to report any such off-site incidents immediately so the setting can take “remedial action,” such as issuing a formal warning or banning the individual from the premises.

By enrolling with Jack in the Box and signing our Parental Contract, stating that you have read all our policies and understand them as part of your child’s enrolment(enrolment form) this becomes a Contractual Enforcement.

 

Harassment of staff by a parent outside the setting can be treated as a safeguarding concern regarding the adult’s behaviour.

Low-Level Concerns: Even if the harassment doesn’t meet a criminal threshold, it may be recorded as a “low-level concern” about an adult’s conduct, which we will address to maintain a safe culture.

Police Involvement: If the harassment involves threats or physical intimidation in a public place like a supermarket, the setting will support the staff member in reporting the incident to the Police.

Our zero-tolerance policy applies to all interactions where the staff member is targeted due to their employment at this setting.  This includes harassment occurring outside of work hours or in public spaces.  Any behaviour that makes our staff feel threatened or intimidated, regardless of location, is a breach of our terms and conditions and may lead to the termination of your childcare contract.

This policy has been written under Legal Duty of Care (2026) under Employment Rights Act 2025 with key provisions coming in effect from April 2026 and October 2026. Uk employment law and childcare standards treat such behaviours as a breach of professional  relationship.

 11th January 2026                Manager sign Jenny

Review September 2026                    Jack in the Box Playgroup Limited trading as Jack in the Box Preschool.