Complaints Procedure

Complaints Procedure 

Our Company is 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 always go to plan. In such circumstances, we want to know so that we can put them right and learn from our mistakes.

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

Under normal circumstances, the Director will be responsible for managing complaints. If a complaint is made against the Director, the Registered Person will conduct the investigation. All complaints made to staff will be recorded in detail on a Complaints Form. 

Stage One 

If a parent/carer has a complaint about some aspect of the Company’s activity, or about the conduct of an individual member of staff, it will often be possible to resolve the problem by simply speaking to the individual concerned and/or to the Director. The Company is committed to open and regular dialogue with parents/carers and venue providers, and welcomes all comments on its services, regardless of whether they are positive, contructrive or negative. 

In the first instance, parents/carers are encouraged to speak directly to the relevant member of staff, if deemed appropriate. If not, the Director should be approached and they will try to resolve the problem. If a satisfactory resolution cannot be found, then Stage Two of the procedure will formally come into operation. 

Stage Two 

If informal discussions of a complaint or problem have not produced a satisfactory resolution to the situation, parents/carers should put their complaint in detail and in writing to the Director. Relevant names, dates, evidence and any other important information on the nature of the complaint should be included. 

The Company will acknowledge receipt of the complaint as soon as possible – within three working days at most – and fully investigate the matter within 28 days of receiving the complaint. If there is any delay, the Company will advise the parent/carers of this and offer an explanation. The Director will be responsible for sending them a full and formal response to the complaint. 

If the Director has good reason to believe that the situation has child protection implications, they should follow up as Designated Safeguarding Officer and ensure that the Local Authority Designated Officer 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 they will contact the police. 

The formal response to the complaint from the Company will be sent to the parent/carer concerned and copied to all relevant members of staff if appropriate. The response will include recommendations for dealing with the complaint and for any amendments to the Company’s policies or procedures emerging from the investigation. 

The Director will arrange a time to meet the parent/carer concerned and any other relevant individuals, such as members of staff, to discuss the complaint and the Company’s response to it. The Director will judge if it is best for all parties to meet together or if individual meetings are more appropriate. 

If at the conclusion of this process parents/carers remain dissatisfied with the response they have received, the original complaint along with the Company’s response will be passed to a Registered Person who will adjudicate the case, this will be a HR company specialising in such complaints.

The Registered Person will communicate a detailed response, including any actions to be taken, to both the Director and the parents/carers concerned within 28 days of receiving the complaint. 

A written record of all complaints made will be kept on the premises with the actions that have been taken as a result of each complaint, this will be available for the Ofsted Inspector on their request. 

All complaints will be recorded and saved, with their outcome confirmed, for no less than 3 years.

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. 


Piccadilly Gate 

Store Street 

M1 2WD 

Phone: 0300 123 1231