We want you to be entirely satisfied with the service you receive from us. The nursery welcomes each child and family and we provide a warm and caring environment where all children can learn and develop as they play. Even the best organisations make mistakes, and if we do, or we fail to meet your expectations in some way, we want the opportunity to put things right as quickly as we can.
In addition we will take steps, where appropriate, to prevent recurrence.
Stage 1: If any time a parent should have a cause for complaint/query, they should first speak with their child' key-person or Room Manager. They are able to provide immediate solution without having to make a formal complaint.
Stage 2: If the issue remains unresolved and there was no satisfactory outcome, the Nursery Manager should be contacted. A letter containing complaint or concerns should be addressed to the Manager to investigate the matter and notify you of the outcome of the investigation.
Stage 3: If at stage 2 a satisfactory outcome has not been reached, then a formal meeting should be held between Management and parent to ensure the situation came to a resolution.
Stage 4: If the matter is still nor resolved to the parent's satisfaction, they have the right to contact Ofsted by calling 0300 123 1231 or write to:
Ofsted Early Years
The National Business Unit
The Royal Exchange Buildings
St Ann's Square