We are committed to providing a safe, stimulating, consistent, and accessible service to children and their parents/carers. We always aim to provide high quality services for everyone, but accept that sometimes things do not go according to plan. In such circumstances, we want to know so that we can put them right and learn from our mistakes.

We understand that we have a duty to investigate all written complaints relating to our fulfilments of the Requirements of the early Years Foundation Stage.

This policy constitutes the setting’s formal Complaints Procedure. It will be displayed on the premises at all times.

If you have a complaint, the setting is committed to:

  1. Listen and learn
  2. Put things right
  3. Improve our service

Under normal circumstances, the Manager will be responsible for managing complaints. If a complaint is made against the Manager, the Registered Person will conduct the investigation. All complaints made to staff will be recorded in detail in the Incident Record Book. The Registered Person will ensure that each complaint is fully investigated.

If the Manager has good reason to believe that the situation has child protection implications, the designated Safeguarding Children/Child Protection Officer will be informed who will then ensure that the local social services department is contacted, according to the procedure set out in the Safeguarding policy. If any party involved in the complaint has good reason to believe that a criminal offence has been committed, then the police are contacted.

Making a Complaint to Ofsted

Any parent/carer can, at any time, submit a complaint to Ofsted about any aspect of registered childcare provision. Ofsted will consider and investigate all complaints received.

This can be done by ringing 0300 123 1231 or writing to:

OFSTED Early Years,

Piccadilly Gate,

Store Street,


M1 2WD.


We will also supply a copy of the most recent Ofsted report to parents/carers of children attending.

The setting always welcome suggestions, feedback, and compliments too. A suggestion box is available and regular questionnaires will be sent out.