Complaints Procedure

Statement of intent

Our nursery believes that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our nursery and will give prompt and serious attention to any concerns about the running of the nursery. We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate member of staff. If this does not achieve the desired result, we have a set of procedures for dealing with concerns.


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


To achieve this, we operate the following complaints procedure.

Stage 1

  • Any parent who is uneasy about an aspect of the nurseries provision talks over, first of all, his/her worries and anxieties with the child’s key person.

Stage 2

  • If this does not have a satisfactory outcome, or if the problem reoccurs, the parent moves to Stage 2 of the procedure by putting the concerns or complaint in writing to the nursery manager or arrange a meeting with the nursery manager.
  • Most complaints should be able to be resolved informally at Stage 1 or at Stage 2.

Stage 3

  • The complaint is investigated and the complaint given information regarding the outcome (Usually within 28 days) either by another meeting or in letter form.

Parents may approach OFSETD directly at any stage of this complaints procedure. In addition, where there seems to be a possible breach of our registration requirements, it is essential to involve OFSTED as the registering and inspection body with a duty to ensure the National Standards for Day Care are adhered to. (Statutory framework section 3 3.75 for EYFS)

The address and telephone number of our OFSTED regional centre can be found on the notice board in the hallway.