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Complaints Procedure

We aim to provide the highest quality care and education for all our children. We aim to offer a welcome to each individual child and family and to provide a warm and caring environment within which all children can learn and develop as they play.

We believe children, parents and staff are entitled to expect courtesy and prompt, careful attention to their needs and wishes. Our intention is to work in partnership with parents, staff and the community generally and we welcome suggestions on how to improve our setting at any time.


  • A parent or member of staff who is uneasy about any aspect of the groups provision should first of all talk over their worries and anxieties with the Nursery Principal. This will result in a record of the meeting being written on the Issues/suggestion form, you will be asked to sign to say you agree with what has been written and what action is going to take place.
  • If this does not have a satisfactory outcome within a couple of weeks, or if the problem recurs, the parent/staff should put the concerns or complaint in writing and request a meeting with the Nursery Principal. Both parents/staff and the principal should have a friend or partner present if required and an agreed written record of the discussion should be made.


  • If parent/staff and The Jays cannot reach an agreement, it might be helpful to invite an external mediator, one who is acceptable to both parties, to listen to both sides and offer advise. A mediator has no legal powers but can help to clarify the situation.
  • The mediator will help define the problem, review the action so far and suggest further ways in which it might be resolved.
  • The mediator will keep all discussions confidential. She/he will keep an agreed written record of any meetings that are held or any advise she/he has given.


  • In some circumstances it will be necessary to bring in the OFSTED Inspection Unit, who will have a duty to ensure laid down requirements are adhered to and encourage high standards. The registering authority would be involved if a child appeared to be at risk or where there seemed to be a possible breech of registration requirements. In these cases both parent and nursery would be informed and would work with OFSTED to ensure a proper investigation of the complaint followed by appropriate action.

The department to contact is:
OFSTED Early Years
Piccadily Gate

Store Street

M1 2WD 
Enquiries Tel: 0300 123 1231 
Whistleblowing hotline: 0300 123 31

Ref No: 106144

We believe that most complaints are made constructively and can be sorted out at an early stage. We also believe that it is in the best interests of the nursery and parents/staff that complaints should be taken seriously and dealt with fairly and in a way which respects confidentiality.

This policy was adapted in September 2009