The Registered Provider and Nursery Manager undertake to investigate all complaints made in writing or in electronic form from parents where these relate to the Statutory Framework for the Early Years Foundation Stage.  A thorough investigation will be held and the outcome reported to the person making the complaint within 28 days.   The complaints folder will be held for inspection at all times and by anyone wishing to see it.  The details will remain confidential – by referencing log only.

If a parent/carer or staff member has a query or complaint regarding the standard or service within the Nursery the Nursery Manager will be happy to discuss any concerns with an individual.  All complaints will be investigated immediately.

If the complaint is to be dealt with formally then the following procedure should be adopted:

• Inform the Manager verbally in person or by telephone
• Confirm the complaint in writing or by electronic mail to the Manager.
• The Manager will confirm receipt of all written complaints. If the Manager is unavailable at the time of complaint the Nursery Deputy will act on her behalf.
• A complaints record will be completed: This is a public document and may be viewed at any time by parents/carers/staff.
• The complaint will be fully investigated by the Nursery Manager and every effort will be made to satisfy the cause for concern and bring about a positive outcome by
• Regulations require providers to give an account of the findings of the investigation into the complaint and any account taken to the parent/staff member who made the complaint within the 28^th day of the date of the complaint
• If a mutual agreement cannot be reached the Manager will arrange a meeting with
• Nursery Registered Provider, to discuss the matter further.
• If any complaint is in respect of an employee they may also be invited to attend the meeting.
• If you are not satisfied, having followed the Nursery’s complaint procedure, you may at any time raise your concerns with the Ofsted Early Years Team: Telephone 0300 123 1231.

The proprietors are kept informed of all matters with regard to the Nursery and has sight of all written matter.