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Complaints & Compliments

At Tots and Time Out and Bright Beginnings we believe that parents are entitled to expect courtesy

and prompt, careful attention to their individual needs and wishes. We hope that at all times parents

are happy with the service provided and we encourage parents to voice their appreciation to the

staff concerned.

We record all compliments and share these with staff.

We welcome any suggestions from parents on how we can improve our services, and will give

prompt and serious attention to any concerns that parents may have. Any concerns will be dealt

with professionally and promptly to ensure that any issues arising from them are handled effectively

and to ensure the welfare of all children, enable ongoing cooperative partnership with parents and

to continually improve the quality of the nursery.

We have a formal procedure for dealing with complaints where we are not able to resolve a concern.

Where any concern or complaint relates to child protection, we follow our *Safeguarding/Child

Protection Policy.


Internal complaints procedure


Stage 1

If any parent should have cause for concern or any queries regarding the care or early learning

provided by the nursery, they should in the first instance take it up with the child's key person or the

Unit Supervisor.


Stage 2

If the issue remains unresolved or parents feel they have received an unsatisfactory outcome, then

they must present their concerns in writing as a formal complaint to the nursery manager. The

manager will then investigate the complaint and report back to the parent within 5 working days.

The manager will document the complaint fully and the actions taken in relation to it in the

complaints log book.

(Most complaints are usually resolved informally at stage 1 or 2.)


Stage 3

If the matter is still not resolved, the nursery will hold a formal meeting between the Nursery

Owner, manager, parent to ensure that it is dealt with comprehensively. The nursery will make a

record of the meeting and document any actions. All parties present at the meeting will review the

accuracy of the record, and be asked to sign to agree it and receive a copy. This will signify the

conclusion of the procedure.


Stage 4

If the matter cannot be resolved to their satisfaction, then parents have the right to raise the matter

with Ofsted. Parents are made aware that they can contact Ofsted at any time they have a concern,

including at all stages of the complaints procedure, and are given information on how to contact

Ofsted. Ofsted is the registering authority for nurseries in England and investigates all complaints

that suggest a provider may not be meeting the requirements of the nursery’s registration. It risk

assesses all complaints made and may visit the nursery to carry out a full inspection where it

believes requirements are not met.


A record of complaints will be kept in the nursery. The record will include the name of the

complainant, the nature of the complaint, date and time complaint received, action(s) taken, result

of any investigations and any information given to the complainant including a dated response.


Parents will be able to access this record if they wish; however, all personal details relating to any

complaint will be stored confidentially and will be only accessible by the parties involved. Ofsted

inspectors will have access to this record at any time during visits to ensure actions have been met



Contact details for Ofsted:



Telephone: 0300 123 1231   


By post:


Piccadilly Gate

Store Street


M1 2WD

Parents will also be informed if the nursery becomes aware that they are going to be inspected and

after inspection the nursery will provide a copy of the report to parents and/or carers of children

attending on a regular basis.


This policy was adopted on Signed on behalf of the nursery Date for review

January 2019 July 2021

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