Policy on Complaints

It is clearly of paramount importance that the nursery should run smoothly and that parents and staff work together in a spirit of co-operation in the children's best interests. In the event of complaints from either staff or parents every effort will be made to respond quickly and appropriately and the following procedure will be followed:

If a parent feels that he/she has cause for complaint they should either speak to the Room Deputy, Eileen or Allan (proprietors).
Where a complaint is made to another member of staff, the Room Deputy should be informed immediately.
The Room Deputy or Proprietors will respond to any complaint as quickly as possible. They will talk with staff and parents to overcome the problem.
Complaints will be recorded and kept on file.
After a complaint has been resolved the final outcome will also be recorded. Any recommendations for changes in procedure will be made and noted against the Complaints Policy.
The Room Deputy will deal with complaints by a member of staff immediately.
It is clearly understood that parents have the right to phone OFSTED after talking to the nursery staff if they feel that they have not received a satisfactory response to their complaint. OFSTED can be contacted on 0845 6014771 for Registration, 0845 6014772 for Complaints quoting our reference number 117117. Alternatively you can write to: Early Years, OFSTED, 1 Temple Square, Temple Quay, Bristol BS1 6HB.